What is a customer touchpoint? A touchpoint is all of the communication and interactions your customers experience during their relationship lifecycle with your company. This touchpoint can be an ad, your website, your staff, store /office and even your billing method.  Billing?  Yup.  You can stuff your bill with something besides a request for money, like a flyer or card on a new service or product.

Touchpoints are important because customers form opinions of your company and your service based on their experiences.  When you have less touchpoints, you have less communication and that often leads to bad things and even the worst thing … nothing.

By improving customer relationships through touchpoints, companies improve market share, sales, and both customer and employee loyalty and advocacy.  More referrals, more positive buzz, more press … it all builds more business.

Need some ideas for creating customer touchpoints?  Here are some that involve the internet that we help execute for clients:

• Blog – Speak your mind, show your expertise, offer tips and build community
• Email Newsletter- Right from your desk to their inbox with valuable information
• Website – Upgrade your site to a content management platform and make quarterly or monthly updates to your site
  

Posted on April 3rd, 2007 by Aaron
Filed under: marketing

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