What are touchpoints?
Touchpoints are essentially any point of contact between you as a business and your customers or potential customers!
Your touchpoints are your opportunities to communicate with your customers and can include your website, your socials, customer service and even in-person points of contact such as shows or events.
Your customers will likely come into contact with various touchpoints throughout their customer journey/ lifecycle.
Why are they important?
Touchpoints shape your customer’s overall experience and can influence their satisfaction and brand loyalty going forward. Consistency across touchpoints can help build trust and improve brand perception which can turn potential customers -> loyal customers -> brand advocates!
What can you do to improve your touchpoints? ✅
There are lots of ways you can improve your brand’s touchpoints and it should be an ongoing process of monitoring, changing and improving based on customer feedback but here are a few simple ones you can start with…
- Monitor and reply to reviews – especially the negative ones!
- Make sure your website is easy to use & navigate!
- Engage on social media – reply to comments, direct messages & mentions! ❤️
- Keep branding consistent across all channels! ✔️
- Ensure your customer service is quick and helpful! ⏰
It’s all about giving your customers a positive experience every time they interact with your brand, so anything you can do to improve any part of their experience is a plus! ➕