![How to Tap Into What Your Customers Love & Hate](https://www.cjco.com.au/wp-content/uploads/google-review-analysis-1024x683.jpg)
How to Tap Into What Your Customers Love & Hate
![Casey Jones Avatar](https://secure.gravatar.com/avatar/c3e0b9131bdf1d6cf19e569b573469a0?s=150&d=https%3A%2F%2Fwww.cjco.com.au%2Fwp-content%2Fuploads%2Fcropped-fav0.5x.png&r=g)
Are you tired of just guessing where your customer’s pain points are? Well, let me tell ya, it’s time to get personal with your customers and find out exactly what they want and need from your business.
And the key to doing that is understanding the concept of customer touchpoints.
But first, let me throw a little controversial statement at ya: most businesses have no idea how many customer touchpoints they actually have.
I know, I know, you’re probably thinking, “Hold on a sec, I know all the ways my customers interact with my business.” But trust me; you might be surprised.
A customer touchpoint is any interaction a customer has with your business. It can be a phone call, an email, a visit to your website, or even just seeing your logo on a billboard. And let me tell ya; there are more touchpoints than you think.
Have you ever thought about how a customer might come across your business? I bet you’re thinking, “I only have a handful of touchpoints, like my website and phone number.” But let me tell ya, there’s a good chance you have way more touchpoints than you realise.
And that’s just the tip of the iceberg. So, how many touchpoints do you think you have now?
The first step in optimising your customer touchpoints is identifying and mapping them out. It will give you a clear picture of all the different ways your customers interact with your business.
Once you’ve identified and mapped out your customer touchpoints, it’s time to optimise them. Here are a few tips to get you started:
All touchpoints must be consistent with your branding and messaging because it helps to create a seamless and cohesive experience for your customers.
When a customer interacts with your business through multiple touchpoints, they should be able to recognise your brand and understand your message no matter where they encounter it.
For example, if a customer sees a Facebook ad for your business, they should be able to visit your website and recognise the same branding and messaging. Or if a customer visits your physical store, they should be able to see the same branding and messaging on your business card or brochure.
This consistency helps to build trust and credibility with your customers, as they know they are dealing with a professional and reliable business. It also helps to differentiate your business from your competitors and makes it easier for customers to remember you.
So, take a look at your touchpoints and ensure they are consistent with your branding and messaging. If you need to make changes, then do it. Your customers will thank you for it.
Training your staff to handle customer interactions consistently and professionally is crucial for creating a positive customer experience. Your staff are often the face of your business and the first point of contact for many of your customers. They must be able to represent your business in the best possible way.
Here are a few ways to train your staff to handle customer interactions consistently and professionally:
By training your staff to handle customer interactions consistently and professionally, you’ll be able to provide a better customer experience and create loyal customers.
Remember, it’s important to empower your staff with the right tools and skills to handle customer interactions in the best way possible.
Making sure all touchpoints are easily accessible and user-friendly is crucial for providing a positive customer experience. If customers have trouble finding or using a touchpoint, they may become frustrated and look for a different business to meet their needs.
Here are a few ways to make sure all touchpoints are easily accessible and user-friendly:
By ensuring all touchpoints are easily accessible and user-friendly, you’ll be able to provide a better customer experience and create loyal customers. Remember, it’s important to make it easy for customers to find and use your touchpoints to retain them and keep them coming back.
Continuously gathering customer feedback and using it to improve your touchpoints is essential for providing a positive customer experience. It allows you to understand what your customers like and dislike about your business and make changes accordingly. By gathering customer feedback, you’ll be able to identify pain points and areas for improvement, which will help you optimise your touchpoints and provide a better customer experience.
Here are a few ways to gather customer feedback and use it to improve your touchpoints:
By continuously gathering customer feedback and using it to improve your touchpoints, you’ll be able to provide a better customer experience and create loyal customers.
Remember, it’s important always to be looking for ways to improve your touchpoints and make them more user-friendly and accessible.
In summary, customer touchpoints are any point of contact a customer has with your business, and there are likely more of them than you realise. By identifying and mapping out your customer touchpoints, you can optimise them and provide a better customer experience.
And remember, it’s not just about having a few touchpoints; it’s about having a consistent and seamless experience across all of them.
So, are you ready to take your customer experience to the next level? Are you ready to really get to know your customers and give them what they want and need? If yes, it’s time to identify and map your customer touchpoints.
And hey, if you need a hand with this or any other marketing aspect, don’t hesitate to call us. We’re here to help you succeed.
So, that’s it from me, mate. Thanks for reading, and good luck on your customer touchpoint journey!
Cheers!
P.S. Don’t forget to contact us if you need help marketing your business.
Up until working with Casey, we had only had poor to mediocre experiences outsourcing work to agencies. Casey & the team at CJ&CO are the exception to the rule.
Communication was beyond great, his understanding of our vision was phenomenal, and instead of needing babysitting like the other agencies we worked with, he was not only completely dependable but also gave us sound suggestions on how to get better results, at the risk of us not needing him for the initial job we requested (absolute gem).
This has truly been the first time we worked with someone outside of our business that quickly grasped our vision, and that I could completely forget about and would still deliver above expectations.
I honestly can't wait to work in many more projects together!
Disclaimer
*The information this blog provides is for general informational purposes only and is not intended as financial or professional advice. The information may not reflect current developments and may be changed or updated without notice. Any opinions expressed on this blog are the author’s own and do not necessarily reflect the views of the author’s employer or any other organization. You should not act or rely on any information contained in this blog without first seeking the advice of a professional. No representation or warranty, express or implied, is made as to the accuracy or completeness of the information contained in this blog. The author and affiliated parties assume no liability for any errors or omissions.