Your company interacts with your customers on many levels and at many places.  When they contact you, whether by phone, email, through your website, or any other vehicle you have set up for communication, this is a touchpoint.  When they place an order or receive a shipment or invoice, this is a touchpoint.  Your marketing, whether you run ads, exhibit at trade shows, or send surveys or email blasts, this is a touchpoint.  When they encounter your sales or service team or have any other interactions with your employees, this is a touchpoint.  In short, every encounter your customer has with your company, products or services, collateral, or employees, this is a touchpoint.  

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Obviously, it is important that these touchpoints do not disappoint your customer.  When your customers have negative experiences with any of your touchpoints, you risk disappointing them and losing business.  In addition to making sure that the customer experience is not negative, your touchpoints give you the opportunity to optimize the customer experience.  Think of every interaction your customer has with you as a free advertisement.  These interactions are already happening every day.  Your goal should be to optimize them.

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So how do you do this?  The first step is mapping them.  Some of your touchpoints are obvious.  Some are more subtle.  Touchpoint mapping is a process where you analyze the flow of your business and how your customers experience this flow, each step of the way.  These touchpoints occur before, during, and after your sale.  Once they are mapped, we will work with you to correct any potential problems and maximize the positive message and experience that you are trying to convey.  

 

Contact us today to arrange a free phone/video consultation to discuss how we can help you with innovative, practical, and cost effective solutions for Mapping & Optimizing Customer Touchpoints and any other challenges and opportunities that you are facing.