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How many touchpoints does your business have?

Participating Solution Provider

How many touchpoints does your business have?

How many touchpoints does your business have?

 

More than you think! 

Some touchpoints are obvious:

  • A sales meeting with a client
  • A letter sent to a prospect
  • An email sent to a referral
  • A transaction with a cashier

But what about:

  • Customer deliveries
  • Answering the phone
  • When you give out your business card
  • Entries on your blog
  • Visiting your website

Are there interactions with customers and prospects that are affecting their perception of your company? 

 

Conducting a review of all your touchpoints can lead to opportunities to positively impact what people think about your company.

  

Are you maximizing your touchpoints? 

Don't let opportunities slip away.

Every time a customer or prospect interacts with your company, you have the opportunity to positively affect their perceptions of your business.

 

For example:

  • When you mail an invoice to a customer, do you include a special offer, a coupon or an announcement?
  • Does your business card include a description of what your company does?
  • Is your business easy to find?
  • Do you offer a guarantee?
  • When your staff interacts with customers, is the outcome a positive one?
  • Do you include relevant information in your newsletters?
  • Do you communicate with prospects and customers using their preferred channel (email, phone, letter)?
  • Are your customer testimonials prominent on your website or in your store?
  • Do you thank customers for their business?
  • Do your employees' uniforms look professional?
  • Is it easy to contact you?
  • Do you have a communications plan to stay "top-of-mind" with your customers?

When all of your touchpoints deliver a relevant and consistent message, then you are maximizing those touchpoints and ensuring that the customer experience is a positive one.

 

When your customers have a positive experience with all touchpoints of your business, they are more likely to be engaged for the long term.

David Fischer
Solutions for Growth
Master Certified Solution Provider