Customer Experience – Touchpoints

A touchpoint occurs every time your customer comes into contact with you or your brand.  Whether your customer receives an email or a phone call from you, their interaction with you will affect their perception of you.  Typical touchpoints include:

One-Way Communications

  • Advertising
  • Direct Mail
  • Promotions

Two-Way Communications

  • Call Center
  • Sales
  • Service / Support

Multi-Directional Communications

  • Demos
  • Emails
  • Web site

We’ll begin by quantifying customer satisfaction, then by understanding your customers’ experiences with you.  We’ll review your customers’ touchpoints to understand the emotions they drive, and we’ll uncover what your customers expect from you and how they feel you deliver on those expectations.

We’ll measure these touchpoints in order to understand your customers’ perceptions of the brand.  Effective touchpoints create affinity that leads to loyalty.

We’ll take a look at your customer communications and we’ll review all the potential touchpoints.  Our research insight will help us determine what motivates and influences your best customers so we can help you improve your customer’s experiences with you that will help increase sales.  Delving into their experience with you after the fact can improve loyalty and word of mouth.

Are your touchpoints as effective as they should be?  Are you missing touchpoints that could address previously unidentified needs?

By identifying, measuring and enhancing your touchpoints, we can show you how to improve your customers’ experiences with you in significant ways.