OLD 4. Touchpoints |
Touchpoints are the places where customers come in contact with your business. They can be online (eg your website, facebook, email) or in person (your store/office, on the phone with customer service).
One thing to keep in mind when thinking about your online touchpoints, is they are representing you and your business when you can't be physically present with your customer or potential customers.
Personalisation relies on using touchpoints to create a seamless journey for customers. Getting the right message to the right person at the right time, so they feel like you are talking directly to them - even if it's through email or a social post.
How you use touchpoints will be the difference between a good and great personalisation in your marketing strategy.