A finger is pointing to a screen showing various customer touchpoint.

Create happiness touchpoints for your customers

Creating happiness touchpoints for your customers is not a new idea. Nor is it an easy one. The fact that so few businesses do it gets to the core of why marketing, in general, is so difficult. A touchpoint makes a customer's interaction with you more enjoyable. Getting customers to love your business should be the goal of every marketer on earth. So what is a touchpoint?

A touchpoint is any moment when someone interacts with your company. It could be a physical interaction like visiting your store or website or a digital exchange like seeing your brand mentioned on social media or getting an email from you. When someone has an experience with your brand—no matter what type—it's considered a touchpoint.

Homepage

Customer experience is the key to your business success. Suppose a potential customer visits your website and has a negative experience. In that case, they are far more likely to leave and never return.

When potential customers visit your website they are looking for information about you and what you have to offer. They want to know if you are trustworthy, offer a good value and if they can trust that you will deliver on what you promise. They want to see if they should buy from you or someone else.

Customer experience is everything—from how easy it is to find what they are looking for and if it's easy to place an order once they've found what they want. It's about the look and feel of your website, the copywriting on each page, and even how fast your customer service team responds when people have questions or problems with their orders.

Blog posts

There are many benefits to having a blog. It's where you can best deliver valuable information to your customers, and it can help boost your search engine optimization (SEO) efforts. The most significant benefits are increased traffic, higher search rankings, and improved customer retention. Many of these are direct results of keeping a consistent content stream on your blog. For more tips on writing SEO-friendly content for your website, click here.

Consistent, fresh content is one of the key ways to keep your customers engaged with your business. It's also a great way to build your brand and become more recognizable in your industry. If you don't have the time to write the kind of content your customers want to read, consider outsourcing the writing tasks to an expert freelancer. It's an excellent way to save time and money. You'll have more energy to deliver value to other parts of your business.

Email

Newsletters are an easy and effective way to stay in touch with your customer base. They allow you to keep customers up to date on your services, products, and offerings. Newsletters are a great way to increase customer loyalty and provide enduring value, they can often be overlooked as a customer touchpoint.

There is no one-size-fits-all approach to newsletters. Some businesses use an automated program that sends out the same newsletter at intervals, such as once a month or quarterly. This method is perfect for companies with limited resources who still need to stay in contact with their customers.

Other businesses prefer the personal touch of sending out newsletters more frequently by hand; this allows them more flexibility in the content they send out but requires much more time and effort on behalf of the business.

Customer service

The best customer service is invisible. It's just there, and it's helpful. When a customer has a problem they shouldn't have to worry about where to turn—the important thing is that they have an easy way to fix the problem. This can be as simple as having a clearly labeled number for customer service on your packaging or website. Still, it can go much deeper if you want it to. Customer service touch points should be places where your customers are in control. You should help them get the things they need, but don't try to sell them on anything else in the process—they're already spending money with you. The last thing you want is for them to feel like you're trying to maximize profit with every interaction.

Social media

Social media is an excellent way for brands and businesses to engage with customers. You can use social media as an open forum where customers can ask questions or share experiences with your brand or product. You can also use it as a direct channel for customer services, such as by responding to Twitter or Facebook Messenger queries.

The key is using social media as an extension of your business rather than simply posting about promotions or sales. Suppose you only post about sales and promotions on social media. In that case you're missing out on an opportunity to build relationships with your customers because they'll eventually stop following you.

After purchase touchpoints

After-purchase touchpoints can be as simple as sending a handwritten thank you note or including a small gift with the shipment. You might want to send out a monthly newsletter or quarterly promotions as you get more sophisticated.

The idea is simple—customers who feel like they've received good service after making a purchase are more likely to return. That's why it's essential to ensure that all of your customer touchpoints are working together so that you can create an experience that makes sense and feels seamless.

Bring smiles to your customers.

In the end, if your customers are unhappy and frustrated, they won't help to spread your brand far and wide. It's really up to you as a brand to create a satisfying experience for customers that they find genuinely enjoyable and memorable. And if you do that, they'll be more likely to go out of their way to help your brand grow. So think about implementing these touchpoints into your workflows and business processes. You never know what might come out of it. To help you grow through every touchpoint, contact us.

Author

Gladys Torzar

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