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Customer Experience and Touchpoints

Customer experience is your customers’ comprehensive view of their experience with your business or brand. It’s the way they perceive their interactions with your firm. An effective and strategy ought to be useful, practical, and delightful from the customer’s point of view.

Each association a customer has with your business, from browsing through the website to talking to customer service or availing your product/service accounts to CX. Everything you do impacts your customers’ perception and their decision to keep coming back or not—so a great customer experience is the key to success.

Why worry about customer experience?

Customer experience plays a vital role in the market. A positive experience promotes loyalty which helps in maintaining the customers and boosts brand promotion. This is why you need to present a remarkable experience and make them want to keep doing business with you.

Customer centricity using CX:

Placing the customer at the center of business is vital. Obvious too, yet so many leaders forget about the customer perspective in meetings. A consumer-centric policy like this allows your employee corp to see everything from their point of view. When you align your company goals with the goals of the customer, expectations are met and very often exceeded. If the services are not customer-centric that would lead to the loss of a valuable customer.

  • CX proactively engages customers:

CX goes beyond serving just as a survey and measurement tool. Businesses are always tuning in with CX. When it comes to service, with regards to your clients, there is a significant difference between reacting to their concerns, versus proactively contacting them to address their concerns through research. It’s two polar ends of the customer assistance spectrum. So you should ask yourself, which casts a better light on how you want your business to be perceived by your customers?

  • Quick Response to critical feedback in real-time matters for better CX:

You can set up filters to flag survey responses in your touchpoint surveys. Good or bad. For instance, you receive an email alert when a customer recently had a bad experience. If such things go unnoticed, it could very likely make customers take their business elsewhere next time without you knowing why. With CX, you get a chance to follow up on negative and positive feedback shortly. Regular reviewing leads to CX improvement which thereby plays a vital role in business growth.

  • The customer experience touch points

The synergies between businesses and customers that occur during the customer’s journey are what are referred to as touchpoints. These moments altogether impact customer experience as well as brand discernment. These touchpoints are usually recorded on a customer journey map.

Determining enterprise customer touchpoints: You need to identify your customer touchpoints by making a rundown of the multitude of spots and times your customers might come into contact with your brand. Have a look at a few of the touchpoints here:

  • MarTech:

Marketing platforms should communicate seamlessly to provide a superior customer experience. CMS being the center for marketing, one should have astoundingly responsive technology.
Practically for every case, customer experience starts with marketing. MarTech offers the toolsets to manage cohort segmentation, personalization, and other different viewpoints as a key to the start of a great customer experience. It also provides the most comprehensive features and tools for automated and personalized content for communication, campaigns with all prospects and customers.

  • Ecommerce:

Websites and apps can be accessed globally, making it feasible for an SMB at one location to provide its products and services to a customer on the other side of the world. This is why eCommerce is perhaps the most efficient means to procure customers and close deals.
Understanding the various touchpoints within eCommerce can dramatically improve the customer experience for SaaS and other online companies.

  • Mobile applications:

Mobile apps present a chance to create a consistently expanding, positive customer relationship experience and boost loyalty. Businesses can execute marketing or promotional texts, including personalized communications with a user community, like loyalty programs, and initiating cross-sell and up-sell opportunities.
At each touchpoint en route, marketers use mobile as a means to further connect with their customers, from sending product updates to requesting reviews and feedback.

  • Customer Loyalty Programs:

Loyalty programs are another important touchpoint that enterprises should be aware of. These programs strengthen your relationship with customers and turn them into lifelong advocates.

  • In case of B2B, Subscription Renewals plays a vital role:

Customers need to renew their subscriptions to maintain consistent growth for your business which is why you must eliminate as much friction as possible from your renewal process. All in all, it should be a smooth process for an existing customer to stay a customer once their subscription has ended.

  • In case of B2B, Customer On boarding should also be focus area:

Customer onboarding is a popular touchpoint for businesses because many customers abandon products shortly after buying them. It’s either because they don’t have the idea how to use it, or they don’t have the time to figure out how to use it. Both the scenarios result in churn, making it imperative for organizations to invest in viable onboarding programs. So customer onboarding needs to be planned properly and carried out.

Every business today needs to rethink its CX approach. CX has gone above and beyond the good, old techniques like collecting feedback and asking for reviews. Now businesses need to create effective programs to improve customer experiences at an intersection of where organization, customer, and business needs meet. With Techouts, you create experiences that are central to your success. We identify and work on high-impact touchpoints to provide value-added CX and grow your customer base.

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