Customers are the secret of success, and this explains the need to be careful to understand and care for them. In this article, we'll discuss the importance of customer touchpoints, and how they can be used to monitor the steps customers take online.
We'll also explain how improving your customer experience can help you achieve your goals.
In the article, we'll discuss the importance of customer touchpoints, and how they can be used to monitor the steps customers take online. We'll also explain how improving your customer experience can help you achieve your goals.
See: Track specific goals using web analytics
Points of contact with customers and their importance
Let's start by explaining the customer touch points and their importance. The point of contact is the stage at which a customer, or potential customer, communicates with the business.
These points are frequently used in offline businesses, especially in retail.
These points can be receipts, bags, signs, customer service outlets, or many other points that a customer is likely to encounter.
Online, touchpoints can provide a valuable way for businesses to build brand loyalty and trust.
Customer interactions with the same touch point more than once, such as online advertising, can build enduring value and create ongoing positive links with the brand.
While the tastes and thinking mechanisms of one customer differ from one customer to another, their way of purchasing and the touch points with which they interact are very similar.
In order to understand the behavior of users on the Internet, you need to determine what those touch points are and where they are made. To determine what they are, you can try mapping the customer's online journey.
See: Receipt of payments and management of orders
How to use touchpoints to monitor the steps customers take online
Once you know the steps customers take to reach you, you can plan how to capture their interest and like at each stage.
It's like a marathon - once you know the route, you can plan ahead for strategic stops to rest or drink water. The same concept applies to the buying process, where knowing the customer path can help you decide how to strategically plan your online presence.
And because the Internet is rich with so many potential points of contact, you might at first think that charting the itinerary for this journey is difficult.
You can try to think from the perspective of the customer and ask yourself the following questions:
- Where do I go when I need answers?
- Where can I usually discover new brands or businesses?
- What helps me make a purchase decision?
- Do I see the brand again after making a purchase?
You can also ask customers directly what path they took to find you. A live or online survey can show you the details of this trip step by step, so you will be able to visualize it more clearly and easily.
Once you know the path the customer is taking, all you have to do is make sure that the touch points you have chosen are able to attract the audience.
For example, does your website help provide potential customers with the information they are looking for, while at the same time maintaining the level of interest of existing customers?
The more valuable a website is to a visitor, the more likely they are to come back. Social media is another great tool for developing touchpoints, and it can help you project your business message.
Remember that your customers are real people; So make sure to communicate with them in an attractive and easy-to-understand manner. After setting up your touchpoints, you should review the performance of each one regularly.
For example, suppose that your products are becoming very popular with a new audience such as teenagers, then you may need to make adjustments to your touch points to ensure that they are appropriate for the needs and interests of this age group.
Summary
Here are the most important steps to help you create touchpoints: Think from the customer's perspective to capture the steps they take when purchasing a product, then apply this information in your business scenario and if possible, talk to customers to get information about the touchpoints they interact with.
Analyze the performance of the touchpoint and improve your message if necessary to make sure that customer needs are met first and always.
See: Ads in new markets