How to identify and improve your customer journey touchpoints
Every business wants to improve the customer experience (CX). However, unless you consider your buyers at every touchpoint, you may be falling short.
The customer experience is a direct result of several interactions across their journey. Everything counts, from initial contact with your website to the ease of buying a product to how helpful your post-purchase support is.
Here’s how to identify and improve your customer journey touchpoints and create a winning customer experience.
What are customer touchpoints?
Customer touchpoints are your brand’s points of customer contact from start to finish. For example, customers may find your business:
- On your website
- Through search engine queries
- In an advertisement
- On social media
- In your brick-and-mortar store
- On rating and review sites
- Through recommendations and word of mouth
Identifying your touchpoints is the first step towards creating a customer journey map and ensuring that your customers feel satisfied before, during and after they purchase something from you. And with an in-depth knowledge of your touchpoints, you can make better business decisions for your customers and your customer-facing teams.
Why is it important to identify customer journey touchpoints?
Once you’ve identified them, your customer touchpoints will serve as a guide for improving customer satisfaction across your entire customer journey.
The benefits of knowing your customer touchpoints include:
- Gaining a better understanding of the customer experience: Identifying touchpoints allows businesses to get a comprehensive view of the customer journey.
- Uncovering customer pain points: Recognising touchpoints helps you pinpoint specific areas where customers may encounter challenges or dissatisfaction.
- Improving customer interactions: Knowing where customers interact with your brand all