Keeping customers happy is the crux of the business game.It does not matter how carefully you plan, how solid your finances are, or how perfect your location is, if the customers are not happy you will not be successful. Of course keeping the customer happy at the point of service is not so hard.Quality product and customer service usually do the trick and should be a given. But what about the other touch points?
What Are Touchpoints?
Touchpoints are all the times that a customer or potential customer comes into contact with your brand.For example, of course the point of service is a touch point, but what about what actually brings them to your business? That radio ad, billboard, or email was also a touchpoint. Then consider the different options there may be for a point of service. Did they do business over the phone, on a website, or inside your physical store? What about after the fact? Do you follow up to ensure they are happy, send a thank you for their business, or offer continuing service if needed? These are all touch points, and there could be many more.
How to Determine Touchpoints
Put yourself in the customer’s shoes. Then ask the customers themselves. Take a survey — it can be formal or a casual Facebook question. Whatever the case, take what you can see when you look at things from their perspective, combine it with what they tell you, and create a map of where the customer starts through where they work with you, all the way until there is no further contact. Ideally there is continued contact in the form of repeat business.
Once you know your touchpoints, work on improving them at each step. What could create a better customer experience at each point? This is an ongoing process that changes as you go due to various factors. Time, seasons, market changes and more can cause customer needs to change, which will cause how you handle each touchpoint to change.
Staying in touch with your customers and their needs is vital to success.Biz2Credit is here to help you with the financing you need to be successful. Visit Biz2Credit.com today to start the process and gain access to our extensive lender network.