This step is about identifying customer touch points so that we understand when or where there are opportunities to reinforce the brand value, improve brand experience, and increase customer spend.
Customer touchpoints are the points of customer contact with the brand, everything from start to finish counts.
For example, customers may find your business on Google or in a Facebook ad, see your BBB ratings or Yelp reviews, visit your website, shop at your brick and mortar retail store, or call your customer service. The can be a long list, but the points above are just a few of your touchpoints!
So what is the definition of a customer touchpoint? A touchpoint is anytime, or anywhere a potential buyer or buyer comes in contact with your brand. It can be before, during, or after they buy something from you.
Finding your touchpoints is the first and the most crucial step toward developing a customer journey. Through the customer journey, you can make sure you always satisfy your customers.
Customer journey is a process for discovering how your potential buyer or new buyers feel as they interact with your product or service’s sales funnel touchpoints.
It is the research that you will prepare and scrutinize, a journey of sorts, from the beginning to the end of your potential customer’s interaction with your company.
