Customer touch point is one of the important factors in developing and increasing the customer experience. So how is this touch point defined? Together Viindoo Find out about this content right here in the article below!
1. What is the customer touchpoint?
Customer touch point are places where customers come into contact with a company's brand, products or services during the purchase process. This touchpoint can be a website, a retail store, a social networking site, an app, email, phone, online chat or any other medium.
Understanding and investing in touchpoints will help improve customer experience and enhance competitive advantages for businesses.
What is customer touchpoint?Example table of customer touch points:
| Before buying | When making a purchase | After purchase |
| Word of mouth | Promotion | Customer care |
| Social network | Office or shop | Bill |
| Advertisement | Telephone system | Monitor |
| Review | Website | Transactional email |
| Reviews - Rating | Sales staff | Thank you note |
| Marketing | Point of sale | Thank you |
>>>> See More About: Customer care software
2. Importance of customer touchpoints
Customer touch point plays a huge role in business strategies of enterprises:
- Create new, engaging and exciting experiences for customers.
- Improve customer satisfaction rate with business.
- If the experience is satisfied, then a high percentage of customers will tend to decide to buy that product of the business again.
- Touchpoints are also perfect for crafting marketing communications and brand strategies.
- Touchpoints help build customer trust. Thereby helping businesses have more loyal customers.
- Identifying the right touch points will help businesses reduce costs as well as increase the opportunity to interact with customers.
>>>> See More About: CRM system and how they can improve customer touchpoints
3. How to build and enhance an effective customer experience
To contribute to improving customer touch point, each business needs to have different construction methods. Learn how to build and increase customer experience with Viindoo below!
3.1 Identify potential customers
In fact, businesses have clearly defined who their target audience is from the beginning. An accurate and detailed goal is the basis for the branding plan to reach customers in the most appropriate and accurate way.
In addition, businesses need to try to find out information and customer classification Be as detailed as possible like demographics, marital status, current job… Learn more about buying habits through contact history, channels reached. From there, businesses can bring solutions for customers to have the most suitable and best experience.
3.2 Determining touch points
Customer touchpoints can be defined in many ways. One of the common ways to do that is to identify through the channels, places and times that customers have been exposed to such as social media, advertising, websites, promotions,... From here the business The business will make comments and evaluate the plan accordingly.
3.3 Classification of touch points
Besides the familiar classification of Before buying - In buying - After buying, businesses can also classify touch points such as products, user manuals, advertising, installation, interaction,... The classification Touchpoints will help brands clearly identify which elements are working well and which are in need of improvement.
How to build and enhance an effective customer experience>>>> See More: Customer centric
3.4 Create customer journeys and maps
Journey maps will help businesses understand the buying journey of a specific group of customers who are interested in buying products and services. In addition, the seller can also visualize a specific customer group portrait when he has learned the basic information of the buyer.
Customer experience maps are also an extremely important means of uncovering why customers have a poor experience using a product or service. Customer experience maps are used as a way to visualize the customer journey and identify areas that need change.
Using both types of maps can help businesses identify touchpoints at each stage of the customer journey so they can take specific actions to ensure the customer experience stays the same. the best.
3.5 Building touchpoints on digital platforms
In the current era of strong digital technology, it is essential for businesses to grasp the trend and follow the market. Change to not be outdated, change to attract a larger number of customers. Therefore, businesses also need to focus on the edge points on digital platforms to enhance their brand value.
3.6 Refer to customer feedback and reviews
Consulting, asking for feedback from customers are invaluable results for businesses. These feedbacks will clearly show where customers are satisfied in the brand's products and services. However, make sure that the feedback surveys cover all the touch points and point out the bad touch points.
3.7 Evaluate and improve continuously
Touchpoint maps are a great resource for businesses and should be constantly updated. Therefore, brands need to regularly adjust the touch point map to help customers get the best experience.
4. Effective solutions to optimize customer touch points with Viindoo
Customer relationship software Viindoo is a comprehensive customer service and management software, managing customer information from contact, characteristics to reports. CRM always puts customers at the center, helping businesses optimize the work in the management process.
CRM's Viindoo SoftwareCRM software with many outstanding features will certainly not disappoint users:
- Sales Process Management
CRM manages all the sales process from the smallest stages such as outreach, quotation to closing. With an intuitive, easy-to-use interface, CRM will help businesses not miss any information.
- Customer data management
Exchange and customer care on a single platform. There are also a variety of channels to interact with customers. In addition, CRM will record leads from a variety of sources. Thereby, customers will be divided according to many different criteria, supporting the maximum exploitation of customer information.
- Effective customer care
Viindoo's CRM software will help businesses plan customer care with the Periodic Action system. Guaranteed not to miss a job or a customer. This can save you time by having email templates that update automatically.
- Increase closing rate
CRM helps brands improve closing rates with Prioritization and Care Stage Hierarchy. Thereby filtering and selecting the appropriate method.
Here are the essentials about customer touch point but Viindoo have been synthesized. Hope the above information will help your business.
