Why is optimizing customer touch points online beneficial for businesses?

optimizing customer touch points

Why is optimizing customer touchpoints online beneficial for businesses?

customer touch points:

  • It provides customers with value every time they come into contact with a brand helping build trust.
  • It allows brands to add pop up ads at every point of the customer journey, ensuring high visibility.
  • It gives businesses the opportunity to save money on online advertising.
  • It gives businesses an opportunity to collect more data from potential customers.

Correct answer:

It provides customers with value every time they come into contact with a brand, helping build trust.

What is customer touch point why is it important?

Touch points are interaction between businesses and customers that occur during the customers journey. These moments significantly influences customer experience as well as brand perception.  By outlining key touch points on a map, businesses can  capitalize on timely opportunities to optimize their customer journey.

Customer touch points Examples

  • Social media
  • Online Advertisement
  • Digital marketing
  • Company events
  • Peer referral
  • Product catalogs
  • Ecommerce
  • Product review
  • Point of sale
  • Thank you letter
  • Product Feedback surveys
  • Upsell/cross -sell Emails
  • Billing Action
  • Customer support channels
  • Customer success programs
  • Customer onboarding
  • Customer loyalty programs
  • Self service resources

Touch  points Before a purchase

  1. Online advertisement

Have you ever noticed banner ads displayed at  the top or sidebar of a webpage? Those are touch points that take prospects back  to your website. For some brands, like best Buy below, its an effective way to draw traffic to their sites.

  1. Company events

If you are on a marketing or sales team, then you may gave attended a conference this year where you stood in a booth to  promote your company. These events are an excellent way to introduce your brand to customers who may not be aware of it. 3

  1. Social media

Social media  could be included in every section of this list, but its mostly used in customer acquisition. That’s because social media is a cost effective way of reaching a large portion of your target audience. You can use it to promote product , build relationships with clients and enhance the overall reputation of your brand.

  1. Digital marketing content

Aside from ads, digital marketing content refers to any material that your company publishes online to promote its brands. These materials could be promotional videos, infographics, or engaging blog posts- like the you are reading right now.

Benefits of understanding customer touch points

Generating more sales-

if you get your touch points right, you can nurture more customers towards a sale. Think, every touch points is a conversion opportunity.

Building brand loyalty-

customers have several touch points between discovering your business and becoming a loyal customer.

Touch points provide great data-

you can  measure the success of your touch points along the way, giving you insight into what your  customers are looking for.

How to identify customers touch points

A problem many businesses face is identifying their customer touch points. We operate in a world where you need to provide a genuine omnichannel experience for customers- online phone, social media and retail outlets.

Here are some  tips to identify your customer touch points.

  1. Put yourself in your customers shoes

Paid and organic marketing is a only a fraction of  the touch points you will create along the way, so you need to put yourself in your customers shoes. Ask yourself a few key questions:

Where do customers hear about you? Social media?


Where are the researching your business?

How do customers contact you?

  1. Map out your customer touch points

Finally the best way to develop a clear picture of all your touch points is to do some customer journey mapping. This process maps out every interaction a customer has with business from the moment they search for your product and services, all the way through to your after sales support program.

A great way to break up these interaction is by grouping them into:
  • Awareness
  • Consideration
  • Sale
  • Post sale

By clearly understanding all of your customer touch points you can work on optimizing each of them and increase your chances of a sale!

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