Defined as ‘an influential action or contact’, each touchpoint is a message that collectively forms part of your customer’s experience. But why are they important and how can you improve your customer journey?
What are Customer Touchpoints?
From start to finish, your customers will see and encounter your business brand both off and on line, from your logo to your advert, posters or window displays, your website or app, social media sites or on line reviews. Or it could be from a word of mouth recommendation, contact with yourself or your staff in person, on the telephone or online.
Identifying and improving the touchpoints along the way and getting feedback will help improve their experience. It’s a fantastic opportunity to improve your customer journey – and happy customers, or even prospects, will get you more leads and sales.