How to identify and improve your customer touchpoints
Every business wants to improve the customer experience (CX). But, unless you consider your buyers at every touchpoint, you may be falling short.
The customer experience is a direct result of several interactions across their journey. Everything counts, from initial contact with your website to the ease of buying a product to how helpful your post-purchase support is.
Here’s how to identify and improve your customer journey touchpoints and create a winning customer experience.
What are customer touchpoints?
Customer touchpoints are your brand’s points of customer contact from start to finish. For example, customers may find your business:
- On your website
- Through search engine queries
- In an advertisement
- On social media
- In your brick-and-mortar store
- On rating and review sites
- Through recommendations and word-of-mouth
Identifying your touchpoints is the first step toward creating a customer journey map and ensuring your customers feel satisfied before, during, and after they purchase something from you. And with deep knowledge of your touchpoints, you can make better business decisions for your customers and your customer-facing teams.