Customer Touchpoints: How to Use Touchpoints to Boost Return on Every Engagement

Every business aspires to bridge the gaps and realign misaligned communications with its prospects to proceed to the next stage of its sales process. 

However, when it comes to customer interactions, you need to keep rolling the ball until you achieve your desired results. In other words, you need to keep your prospects engaged until they reach their final destination. That’s the whole premise of ” customer touchpoints.”

The touchpoints represent key interactions that guide your prospects along their journey. It’s a place that allows you to communicate with your prospects. 

However, with the advent of technology and the internet, many touchpoints are available, which could lead to a confusing loop. But fear not, as in this article, we will be outlining a few tips and tricks to optimize your touchpoints so that you can reap all its benefits sooner rather than later:

1. Make a mind map for every touchpoint

Every touchpoint becomes interactive when you have prospect data at your fingertips. Your leads do leave a lot of their traits behind them. For example, they might provide you with their email address to access your ebook. Here you have an opportunity to steer your ideas in different directions.

For instance, why did the potential customer download your ebook? What issues are they seeking to resolve? Have they previously interacted with your brand? 

That way, you will be well prepared to send more meaningful and effective touchpoints, ensuring that your leads return as loyal prospects.

2. Break down your touchpoints

Your marketing efforts may fail if your touchpoints aren’t strong, valid, or linked. To avoid that, it’s preferable to develop a series of meaningful touchpoints that can seamlessly move your lead from one stage to the next of their buying phase.

While making your collection of touchpoints, ensure they are well-qualified to nudge your lead to take further action. To achieve that, you may need to evaluate all your touchpoints by considering the following points:

  • First, determine whether your touchpoint can identify your customer’s goal.
  • Check whether your touchpoint serves as a solution to your customers’ needs.
  • Finally, examine whether your touchpoints convey your brand’s message and foster trust among your leads.

Plus, never fail to review your touchpoints from your prospect’s perspective, as this can help you create powerful touchpoints that interact well with your prospects.

Once you acquire your key touchpoints, develop a chain of touchpoints that can be tailored specifically for each buying phase. This can keep your prospects engaged until they reach their final purchasing stage.

3. Personalize touchpoints through segmentation

As you know, personalization is one such technique that allows you to connect with your targeted prospects. Sending touchpoints that do not dictate well will no longer help you bring leads into your sales funnel. Your touchpoints should sound more human and less robotic.

In other words, your touchpoints need to be more personalized. However, here you might raise a question: how to personalize every touchpoint? That’s quite a tedious process! Well, fortunately, you can do it through the segmentation process. 

You can segment your prospects into various categories and send them touchpoints. For example, you can customize your landing page according to your prospect’s lifecycle stage. Alternatively, you can send an ad based on their job role. Doing this helps your company provide a better brand experience and a more personalized experience for all your prospects and leads.

4. Optimize touchpoints that convert well

You may have formulated several touchpoints for each stage of your prospects’ journey. However, out of those, you must know which touchpoints have the potential to convert prospects into buyers. Because doing so will enable you to avoid wasting time on ineffective touchpoints. 

For instance, your sales representatives are pretty busy with touchpoints like email, phone calls, and setting sales appointments. On top of that, they must follow up with clients who engage with your business. Striving for too many touchpoints can make your leads slip through your fingers.

Therefore, instead of focusing on all the touchpoints, emphasize the key touchpoints that provide you with the desired results. To filter and find out your well-converting touchpoints, here are a few questions that you may need to ask:

  • Which of your touchpoints has the highest conversion rate?
  • Which of your touchpoints is turning prospects into buyers and closing most of your sales?

Related: What is customer success and what all you can do for it

Delivering a great product or excellent service on time, with a smile, is not the only thing that can enhance your customer’s satisfaction or experience. Touchpoints are equally important, as they play a role at every step of your customer journey. 

In addition, it’s touchpoints that make your prospects form the first impression of your brand and make an opinion about your product or service. Therefore, building effective touchpoints and ensuring that each leads to a good customer experience should always be a top priority for your business. We hope the above tips and tricks will help you optimize your touchpoints and win more clients for your business!


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