What’s a “touchpoint”?

While many business owners recognize the importance of improving customer experience not many have the tools or data to track it, much less improve it. So how can companies measure and improve customer experience? Where do you start?

With a word—and that word is “touchpoint.”

Every point of contact—online and off, in-person or not—between or about your company and any member of your audience is a touchpoint. Salespeople, customer service centers, invoices, thank you letters and even your products. The list goes on.

Today, many touchpoints that profoundly influence your customers are outside your direct control. For example, word-of-mouth, bloggers, facebbook, tweeter, and even youtube.

So is it time to invest time into your touchpoints?

What needs to improve in your company overall touchpoints?


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