• Any interaction between a customer and a company• Every touchpoint must be positive and memorable• Examples include online interactions, phone calls, emails & more
What is Customer Touchpoint Mapping?
• The process of identifying & documenting how customers interact• Once listed, each touchpoint should be evaluated based on the importance.• Identify areas where the experience can be improved.• Ensures every interaction is positive & informative.
Critical Touchpoints to optimize
Before the Purchase
• Social media posts, advertisements, reviews & ratings. • The aim is to identify areas to improve CE• Changes can be made as per preference of generating leads or improving interactions.• Make data-driven decisions.
Critical Touchpoints to optimize
During the Purchase
• Point of sale, conversations with the sales team, website interactions etc.• Essential to be clear and concise about the purchase.• Easy to digest information needs to be there. • Social media interaction to solve queries
Critical Touchpoints to optimize
After the Purchase
• Keep customer informed. • Includes billing, follow-up, transactional emails, support & more.• Offers benefits like word of mouth and referrals.• Offer timely updates and support