Customer Touch Point is an important factor that helps increase customer interaction with the brand and create order conversions. So what is Customer Touch Point and how to effectively utilize it to increase sales revenue for businesses? Let's find out with StringeeX in the article below!

1. What Is A Customer Touch Point?

Customer touch points are important interaction points between customers and brands. These interactions occur at many different locations and times.

Businesses can leverage these customer-facing moments to create an excellent communication experience that keeps customers satisfied. This helps build customer loyalty, enhance competitive advantage, and achieve strategic goals in the marketing field.

2. What Are The Characteristics Of A Customer Touch Point?

Customer touch points that may appear during the shopping process include:

• Discussions on social networking platforms: Customers can participate in chats, and discussion groups or follow articles and comments on social networks to learn information and share opinions with the community.
• Recommendations from acquaintances: Customers can receive referrals and recommendations from acquaintances, family, friends or colleagues, helping them have a trustworthy view and increase trust in the brand.
• Advertising: Customers may encounter advertising in media, such as television, radio, newspapers, or online platforms, to generate attention and increase brand recognition.
• Reviews on online sales channels or forums: Customers can learn about products or services by reading reviews from other users on websites, forums, or online sales channels.

These customer touchpoints are created through marketing strategies to attract interest and build customer interaction. They play an important role in building the customer journey, supporting shopping decisions, and creating trust in the brand.

3. A Customer Touch Point In Customer Experience

3.1. Pre-purchase Stage

• Online marketing

Online marketing is a communication strategy that brings very good results. Popular marketing channels include social networks, websites, and the internet, helping brands increase access and attract customers.

• Events and fairs

Organizing booths and seminars to promote products is an effective way to create touchpoints with customers. It not only helps increase opportunities to reach investors but also helps create deeper connections with your customers. This strategy is considered a useful way for brands to reach, build, and improve order conversion rates.

3.2. Purchase Stage

• Customer service

During the purchasing process, direct interaction with customers through consulting and care activities is very important. If the brand provides good customer care programs and services, it will create an ideal contact point to help customers love and trust the business more. It has a great influence on customers' decisions to buy products/services.

• Create product introduction pages on the Internet

Whether you have an online or traditional business, creating product brochures is essential. It is an effective means of introducing products to your customers.

When businesses provide enough vivid product images and information, customers will understand more about the product before buying. At the same time, incorporating call-to-action buttons will increase conversion efficiency.

• Build an e-commerce site

Creating customer touchpoints on e-commerce sites helps improve the experience of target customers. Besides, the demand for online shopping is increasing, so e-commerce sites are a stable source of revenue for business brands.

• Reviews from customers

A special element of online business is the ability to receive accurate reviews from customers. This review directs customers to the store, helping them make quick purchasing decisions. Reviews from customers also increase the reputation of the business, attaching customer trust to the product.

3.3. Post-purchase Stage

• Customer feedback about products/services

After the purchase process, the store can contact and collect feedback from customers about the product/service. It not only brings interest to customers but also helps brands evaluate whether customers are truly satisfied with their products or not. Thus, you can adjust and optimize your store's business operations, creating more loyal customer groups for your brand.

• Thank you note

It doesn't have to be too complicated, a simple thank you note sent to customers can be a text message, email, card, or handwritten letter, expressing your sincerity and gratitude to the customer.

4. How To Win Customers With A Customer Touch Point?

4.1. Step 1: Identify target customers

When starting a business in any field, identifying the right target customer group is important and necessary. This helps businesses understand customers and plan marketing and sales to reach customers appropriately and effectively.

To clearly understand your target customer group, try to learn about them in detail. By asking the following questions, you can understand their shopping habits:

• Who are they? What interests do they have? What age range do they belong to?
• What do they do?
• Where do they live?
• What is their financial situation?
• How do they buy?
• Do they have special personal preferences or consumption habits?

Through the information collected, businesses can create the best and most suitable experiences for each of their target customer groups.

4.2. Step 2: Determine the touch point

To effectively identify customer experience touchpoints, understand factors like where, when, and what channel customers reach your brand. Here are some important customer touchpoints:

• Word of mouth is through customers who have used the product and shared their experiences with others
• Advertising through media channels, including television, radio, newspapers, or online advertising.
• Presence on social media platforms like Facebook, Instagram, Twitter, etc.
• Business website, where customers can learn about your products and services.
• Stores or points of sale where customers have direct access to products.
• Comments and reviews from customers on product review platforms or your website.
• Promotions and special offers to attract and retain customers.
• Quality products match customer needs and expectations.

From this information, your brand can evaluate and plan to optimize products, adjust, and best meet customer needs.

4.3. Step 3: Build customer journeys

Based on research, analysis, and evaluation, businesses can build a customer journey suitable for their products/services. Therefore, businesses can easily create quality touch points, contributing to building customer trust and increasing revenue.

To determine the customer journey, businesses need to identify the following factors:

• The goal of a customer journey map
• Customer goals
• List touch points

4.4. Step 4: Determine the appropriate time and interaction channel

After clearly identifying the activities that need to be performed, finding and deploying channels carefully are important factors. You can take advantage of all available communication channels to reach each of your target customer groups, including social networks, websites, advertising, stores,...

Among these channels, online communication is considered an extremely powerful tool for businesses. Please take advantage of all its capabilities to improve your business efficiency and achieve your desired goals.

Final Thoughts

Each business will have its own customer characteristics depending on the business field and customer segment that the business chooses. Therefore, to design a customer journey with effective touchpoints, you need to understand your customer behavior and personalize that experience instead of applying too general and mechanical theory.

To do this, you will need CRM software - a tool that supports statistics, tracking, and analysis of the customer journey.

CRM is software that helps businesses comprehensively manage relationships with customers and their purchasing journey. Businesses can choose their own CRM software or customer service software with CRM integration to both save costs and facilitate the care process. StringeeX - omnichannel customer service call center software completely meets this need.

Not only does it help you easily interact with customers on multiple channels such as Hotline, Live-chat, Zalo OA, Facebook... StringeeX also helps you manage customers from multiple sources in one place on the miniature CRM feature.

To receive detailed advice on the software, StringeeX invites you to register HERE