Glossary Terms
Customer Touch Points
Customer touch points are various interactions throughout the customer journey from the initial till the point of purchase. The touchpoints are critical moments where customers directly engage with the company's product, services, and employees.
What are customer touch points?
Customer touch points are interactions and communication between customers and the company throughout the journey and go across all channels and moments where customers come into contact with a company's brand, products, and services.
Each touchpoint is an opportunity for the company to make impressions, provide valuable services, and enhance customer experience and perception.
What are customer touch points in CRM?
In CRM, customer touch points are interactions and points of contact between a customer and a company that is tracked and managed within the CRM system, which go across various interactions and engage with the customers by playing a crucial role in building customer relationships.
Common touch points in CRM are as follows:
- Initial contact
- Sales interactions
- Website interactions
- Email communication
What is the importance of customer touchpoints?
Some key reasons that make customer touch points important are:
- Building trust and credibility
- Creating positive experiences
- Identify opportunities for improvement
- Driving business growth
- Enhanced customer loyalty
- Word-of-mouth
What is customer touch point examples?
10 customer touch point examples are as follows:
- Live chat support
- In-store experience
- Online advertising
- Personalized recommendations
- Customer events and webinars
- Renewal and subscription management
- Order confirmation
- Delivery and packaging
- Post-purchase survey and feedback
- Email newsletters and reminders
What are the five customer touch points?
The five common customer touch points in the customer journey and touch points include:
- Awareness: Initial exposure to the brand through ads, social media, or word of mouth.
- Consideration: Research and comparison of products or services.
- Purchase: The actual buying process, both online and in-store.
- Retention: Post-purchase interactions like customer service and loyalty programs.
- Advocacy: When customers share positive experiences and refer others.
How do you identify customer touch points?
You can identify customer touch points by:
- Reviewing every stage of the customer journey and touch points.
- Examining marketing campaigns, sales interactions, and support communications.
- Gathering insights from customer surveys, online reviews, and analytics.
- Observing how customers interact with your brand across various platforms.
How to improve customer touch points?
Improving customer touch points involves:
- Understanding customer expectations at each stage.
- Personalizing communications and offers based on customer data.
- Streamlining processes to reduce friction and enhance satisfaction.
- Ensuring consistency across all channels and departments.
- Using feedback to continuously refine and optimize each customer touch point.
