Some may remember the, ‘Rule of 7’. In the past, businesses relied on roughly 7 touchpoints to drive customers and prospects down the sales funnel. In today’s marketing landscape, it takes anywhere from 13 to 20 touchpoints to convert those prospects and customers, depending on your business/industry.
When interacting with your customer they become the recipient of an experience involving a moment of truth. This moment of truth is filled with touchpoints and other factors involving their decision whether to return, to recommend your business to a friend or colleague, or to turn their back on your business, product, and/or website. Improving the customer experience and value of touchpoints can help your business grow.
The new rules of customer touchpoints are not your products or services, but how you create an experience for customers and prospects as they interact with your brand. Think about how you attract your customers through ANY interaction, such as your website, social media, newspaper ad, blog, etc. No matter how small, add it to a list.
Identify your business goals and cross-reference the parallels your touchpoints have with the customer’s lifecycle. Keep in mind all of the earned and paid opportunities you have. Content is King and if you have that in your back pocket, it will be easy to identify how best to engage with customers and prospects and on what platforms.
What many forget about the customer journey is how important it is to have a strong online presence. If you’re not integrating with things like Local Listings, Pay Per Click, SEO, etc., odds are your competitors are and you’ll be missing out on valuable touchpoints that have the potential to push your customers to their front door instead of yours.
Every customer interaction is important, but some are more critical than others. The goal here is to identify those touchpoints that are most important to both customers and the company. Once you’ve identified the weak spots in your customer experience, you’ll have a better grasp on what needs to be done to create a more positive user experience which should in turn impact customer retention, referrals, and reviews.