4 Vital customer experience touchpoints
Have you ever assembled a DIY piece of furniture or perhaps a model car or one of those robot figures? If you’ve experienced putting together one of these things or something similar, then you most likely used an instruction manual for reference. This kind of step-by-step guide is vital in helping you build products correctly.
Like an instruction manual, customer touchpoints align the vital things in the journey of the customer. These touchpoints are the driving factors that influence the quality of the customer experiences.
The customer experience (CX) is defined by the interactions and experiences your customer has with your business throughout the entire client journey. The onset is the initial contact leading to the path of becoming a satisfied and loyal client. Whereas, a customer touchpoint is any point of contact between your business and customer. Customers who have a positive experience via your customer touchpoints are likely to become repeat and loyal customers.
Customer touchpoints to focus on
1. Company website
Create a positive customer experience by optimizing your company website’s homepage and landing pages. Boost engagement by maintaining quality and fresh content.
When it comes to watersport companies, it is vital that you describe your services as clearly as possible. Always provide clear, precise, and relevant information on your website. If your water sports business needs a new website or you want to revamp your old one, CaptainPanel can create a modern website equipped with an online reservation system.
2. Company blog
When creating content for your business blog, it’s important to remember that your blog can be a source of information for different types of visitors. Keep in mind that your blog posts are not just intended for prospects who are actively looking for a service that you provide.
Create a great experience by publishing high-quality, helpful, and actionable content for current customers and potential customers. Publishing blog articles that provide valuable information to your audience or teach them to perform something more efficiently will help secure customer affinity.
Always make it a goal to build a strong connection with your customers. Let’s say your dive center is publishing blog articles on the Internet about how to improve diving techniques and skills. That content is helping you earn the trust of divers and underwater enthusiasts.
3. Social media
Social media channels facilitate immediate interaction and customer feedback. It’s important to closely monitor your social media channels such as Facebook, Twitter, and Instagram so that you are alerted when customers reach out to you with questions and other concerns. If you don’t respond, customers may feel that you are neglecting them or not giving them enough importance. If you don’t have time to engage with people on multiple social channels, then limit the channels that you build.
A great way to keep in touch with customers and prospects is through marketing emails and newsletters. However, keep in mind that this touchpoint can easily go wrong if not utilized properly. Frequent blog posting or social media updates are acceptable but sending too many emails may irritate customers.
Try subdividing your email list into different groups depending on the types of emails you send. This way, recipients will not feel like you are spamming them with multiple emails. Give your subscribers and customers the option to choose what they want to hear from you. Some people might want to receive your newsletter, while others might prefer to get only updates about new products or services. Allow your subscribers and customers the privilege to choose which types of emails they want to receive.
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