Customer Touchpoints: Why They Matter
Posted: Tue Dec 24, 2024 7:08 am
The interaction of the consumer with the brand occurs at many points. These are the so-called customer contact points. They are important primarily because they affect the customer's experience , their behavior, sales, and the company's profit. The points are not limited to the quality of the product or the attitude of the seller: the list is impressive. They need to be studied and managed.
Fractus can help you analyze the data.
Customer touchpoints: what are they?
Customer touchpoints are any physical or virtual anguilla email list 7582 contact leads places where a customer and a brand come into contact. Figuratively speaking, they are the bridges that connect the consumer and the company.
The list of points is quite extensive:
advertising;
recommendation from friends;
signboard;
website;
showcase;
leaflet;
business card;
social media page;
package;
staff;
phone call;
mailing;
transport;
souvenir;
street radio and more.
Customer touchpoints: what are they?
Each of these points is not the only one in the consumer experience. They form a chain that is unique to both the business and the client. The initial point of contact determines the consumer's perception of the company, their attitude, and the customer experience. And it is known to be able to make a buyer a supporter or scare him away.
Types of contact points
“Bridges” are classified depending on a number of criteria:
Perceptions (visual, auditory, subconscious, tactile, informational, olfactory).
Reactions (negative, neutral, positive).
Attention retention (long-term, short-term).
Duration of existence (recurring, one-time).
Why Study Touchpoints
The points of contact between customers and the company need to be studied – if the business, of course, strives to develop. It is especially important to obtain data for niches with a high level of competition.
The information will help to find out the state of the points, identify what can scare the client or negatively affect the perception, requires improvement. The points lead to fundamental decisions on the part of the client, affecting the state of the company. Starting with acquaintance, they can lead to long-term cooperation, make a potential client a supporter, get his recommendations for the company, make it company No. 1. Or push him to competitors, lose him, and with him income.
But touchpoints can be managed and improved.
Research process
There are two ways to study the points of interaction between a company and a client:
Analyze competitors . See their touchpoints and organization.
Become a client . What is called to walk his path in his moccasins.
They work with points according to the following principle: they define the entire spectrum, systematize them by importance, define criteria for each, study their condition, combine, test, and work on errors.
Points are assessed according to a number of individual criteria. For example, for a website, these are usefulness, convenience, and adaptability. For technical support, these are promptness of feedback and quality of assistance. For product packaging, these are attractiveness, convenience, and informativeness.
The data is visualized in the form of an information map, drawn by hand or in a graphic editor.
Research process
Touchpoint Research by Fractus
Need to identify and study the customer's contact points with the company? But there are no specialists who could do this work? Contact Fractus - our specialists will help.
They will analyze the points of contact between your company and consumers, the same for competitors, and study the target audience. Based on the data, they will make recommendations for improvement. Call us! Stop the outflow of customers!
Join us and choose thousands of products for wholesale and dropshipping from Ukrainian suppliers for your business, upload products to your online store!
Fractus can help you analyze the data.
Customer touchpoints: what are they?
Customer touchpoints are any physical or virtual anguilla email list 7582 contact leads places where a customer and a brand come into contact. Figuratively speaking, they are the bridges that connect the consumer and the company.
The list of points is quite extensive:
advertising;
recommendation from friends;
signboard;
website;
showcase;
leaflet;
business card;
social media page;
package;
staff;
phone call;
mailing;
transport;
souvenir;
street radio and more.
Customer touchpoints: what are they?
Each of these points is not the only one in the consumer experience. They form a chain that is unique to both the business and the client. The initial point of contact determines the consumer's perception of the company, their attitude, and the customer experience. And it is known to be able to make a buyer a supporter or scare him away.
Types of contact points
“Bridges” are classified depending on a number of criteria:
Perceptions (visual, auditory, subconscious, tactile, informational, olfactory).
Reactions (negative, neutral, positive).
Attention retention (long-term, short-term).
Duration of existence (recurring, one-time).
Why Study Touchpoints
The points of contact between customers and the company need to be studied – if the business, of course, strives to develop. It is especially important to obtain data for niches with a high level of competition.
The information will help to find out the state of the points, identify what can scare the client or negatively affect the perception, requires improvement. The points lead to fundamental decisions on the part of the client, affecting the state of the company. Starting with acquaintance, they can lead to long-term cooperation, make a potential client a supporter, get his recommendations for the company, make it company No. 1. Or push him to competitors, lose him, and with him income.
But touchpoints can be managed and improved.
Research process
There are two ways to study the points of interaction between a company and a client:
Analyze competitors . See their touchpoints and organization.
Become a client . What is called to walk his path in his moccasins.
They work with points according to the following principle: they define the entire spectrum, systematize them by importance, define criteria for each, study their condition, combine, test, and work on errors.
Points are assessed according to a number of individual criteria. For example, for a website, these are usefulness, convenience, and adaptability. For technical support, these are promptness of feedback and quality of assistance. For product packaging, these are attractiveness, convenience, and informativeness.
The data is visualized in the form of an information map, drawn by hand or in a graphic editor.
Research process
Touchpoint Research by Fractus
Need to identify and study the customer's contact points with the company? But there are no specialists who could do this work? Contact Fractus - our specialists will help.
They will analyze the points of contact between your company and consumers, the same for competitors, and study the target audience. Based on the data, they will make recommendations for improvement. Call us! Stop the outflow of customers!
Join us and choose thousands of products for wholesale and dropshipping from Ukrainian suppliers for your business, upload products to your online store!