Customer touchpoints are where customers correspond to your brand, product, service, etc. It means that you can design better customer experiences. It can enhance user and customer journey mapping exercises.
Important Customer Touchpoints That Will Optimize the Customer Journey
These work in a similar way that represents important interactions that occur along the customer’s journey.
- Social Media
- Online Advertisement
- Digital Marketing Content
- Company Events
- Peer Referral
- Conversations with Company Representatives
- Product Catalogues
- Product Reviews
- Point of Sale
- Thank You Letters
- Product Feedback Surveys
- Upsell/Cross-Sell Emails
- Billing Actions
- Subscription Renewals
- Customer Support Channels
- Customer Success Programs
- Customer Onboarding
- Customer Loyalty Programs
- Self-Service Resources
Mapping Customer Journey
It helps businesses step into their customer’s shoes and see their business from the customer’s experience. It helps businesses gain insights into common customer pain points, how they can improve the customer experience, and define what type of customers, and prospective customers, need in order to complete a purchase.
1. Understanding your customer and how they interact with your business directly
To deliver this and to be able to create a public information strategy that develops a great conversation with your customers, it helps to picture current and planned customer journeys and the key touchpoints across different SEO.
2. Understanding customer touchpoints and channels
A good place to start is the various touchpoints a customer has with your business. Although it is likely to expand with the following steps, it is an area where several stakeholders can be actively involved with different views on how the customer interacts with your business, be that from a customer service viewpoint, e-commerce, fulfillment, etc.
- SEO (email, postal, telephone, Facebook, blogs, etc).
- Order Completion (delivery, payment, returns, etc).
- Inquiry channels (website, consumer forums, store, customer services, etc).
3. Customer journey activities/actions
For each of the touchpoints as Facebook, Twitter, email, post, website, store, call center, delivery, blog, etc., This could be precis into the following types:
- Use of product or service.
- Bonding with the product.
4. Mapping the customer journey
This can then be used to look at typical customer persons to map their journey from initial awareness, through purchase to bonding and sharing their satisfaction.
- Customers interaction with your business
- Forefront the business on customer needs at different stages
- Identifying whether it’s in a logical order
- Giving an outermost on your sales process
- Showing the gaps between the desired customer experience and the one received
- Highlighting development priorities
- Allowing you to focus on seeking the expenditure on what matters most to maximize effectiveness
When analyzing the stages and timeline your customers go through along a customer journey map, note the following:
- Actions: After you lay out the stages of your customer’s journey map (they hear about you through a review, visit your store, etc.), ask yourself what the customer is doing at each one of the stages.
- Motivations: What will inspire your customers (or discourage them) from moving to the next stage? What kinds of sensation do they feel in each one of the periods?
- Questions: Where do customers get hung up? Do they have questions and have a hard time finding answers? Could their uncertainties cause them to give up and find a different company?
- Obstacles: What kinds of obstacles do customers confront in each of the stages? Think about anything that might cause the customer to give up and not complete the sales cycle while moving through the customer journey.
Improving customer experience
- Product service is the most rousing opportunity to businesses next year and the reason is simple; the companies that focus on customer experience reduce churn and increase revenues – leading to higher benefits!
- For many, client service and product service are seemingly converse. Yet, one is a single touchpoint with a brand, while the other impacts feelings and emotion, and encompasses the entire customer journey.
- The product services impact all areas of your business, but how do you get started?
For example, using CRM software, you can view customer case history and forecast future needs even before the customer knows they need it.
- Create and deliver targeted email marketing campaigns
- Understand the 360-degree view of the customer
In conclusion, Customer Journey needs top-management to get all departments on board and build a multi-touch customer journey strategy through consistent Customer Satisfaction, Customer Services, and Customer Experience actions.