The best businesses within the world recognize how critical building an optimal customer experience is to their overall sales and brand reputation. Research conducted by Mumbai Multimedia Studio last year amidst pandemic crisis found that “half of shoppers say that customer experience is more important to them now compared to a year ago.”
To build an optimal user experience, you would like clearly defined customer journey touchpoints that move prospects through the acquisition process. These touchpoints is defined as platforms or interactions a break encounters throughout their overall customer journey. Generally speaking, these points of contact happen in our one amongst five customer journey stages: awareness, engagement, evaluation, purchase, and post-purchase. Each of those stages addresses a unique a part of the customer journey, and therefore the touchpoints you create should reflect them. But how does one know what customer journey touchpoints you must actually be that specialize in as a business? to assist get you started, we’ve put together an inventory of six key customer journey touchpoints you ought to consider.
Homepage - Customer journey stage: Awareness
Your homepage is the digital heartbeat of your business. It’s the very first touchpoint many prospects will encounter on their customer journey. the first goal of virtually any homepage is to pique your visitors’ interest and motivate them to explore your website further.
Looking at the instance above from www.multimediastudio.net a digital marketing agency at Mumbai, India - who tackle and handle mostly SME’s small and medium enterprise, we see the nuanced simplicity behind this customer journey touchpoint. With a colourful and alluring homepage, we uses actionable designed to right away grab the visitor’s attention. To cap things off, there’s also a clearly highlighted CTA for users to either join upto do our product—for those that are further along within the customer journey — or watch a video about it for more information for people who are within the awareness stage in VFX and 3D artistic phases.
As one of the first customer journey touchpoints prospects will run into, the homepage of your site should be centered on offering a simple introduction to your product. When someone interacts along with your site for the very first time, they must be ready to understand how your product will help them just from your homepage text and visuals.
Social Media - Customer journey stage: Any stage
There’s plenty more to social media than posting Instagram beach pics and happening angry Twitter rants. In fact, it’s one among the perfect customer journey touchpoints your business can utilize. Why? Because social media channels have massive audiences. In 2020, there have been over 3.6 billion active social media users worldwide. As a result, these channels can help your business connect with new customers and boost your overall brand awareness.
There are multiple touchpoints to contemplate within social media.
• Company pages are great for offering users general information about your business and what it does.
• Company posts are ideal for sharing your beliefs and showing off your collective brand personality. People also can respond via comments to attach further along with your brand.
• Social media chatbots help users directly communicate along with your business when it’s convenient for them.
To successfully utilize social media for your company, consider different touchpoints under the social media umbrella. If prospective customers who have an interest in what your business must offer commonly interact together with your company through various touchpoints, you’ll want to form sure you’re providing those touchpoints to them.
Interactions with Sales Representatives - Customer journey stage: Evaluation
Now that your prospect is attentive to your business and has engaged with it in some capacity, it’s time to point out them what makes your product so great. one in all the most effective ways to try and do that's to possess a sales representative communicate with them directly. The interaction along with your customer can tackle a pair of various forms. Sales reps can bang the old-fashioned way with a telephony by fixing a time to speak with a chance to elaborate on the worth of your product. confirm you give customers the selection of after they want to speak. is usually|this can be} especially critical for B2B stakeholders as their day-to-day schedules are quite busy and their time is often limited.
Live chat is in our own way to speak to prospects and show them why your product rocks. The advantage of this sort of approach is that you just may also send prospects visual assets over chat to point out them how great your product is versus simply telling them. Showing prospects the worth of your product in real time will likely motivate them to find out about your brand further.
Educational and products Content - Customer journey stage: Awareness, Evaluation
Educational content about your product can actually help your address different parts of the customer journey, but it’s especially useful as a touchpoint within the evaluation stage.
For example, you'll be able to also educate potential customers about your product and industry during a similar way using blog posts. Consider writing a post that highlights the competitive advantage of your product within the industry. Work management platform Fibery has done something unique therein regard with their “Fibery vs. X” blog series.
This blog series shows Fibery’s capabilities against variety of other work management platforms. The posts offer side-by-side comparisons, so readers can see what areas Fibery and competing products excel in. this sort of openness is great at the evaluation stage because it builds trust. Fibery is transparent about their product flaws and strengths. Blog posts with competitor analysis are especially good if you’re a B2B brand. B2B stakeholders generally observe variety of various options before they choose a product, and this customer journey touchpoint can help them reach that call with more confidence and speed.
Customer Input - Customer journey stage: Evaluation/Purchase When you’re able to drive home the worth of your product, show customers however winning it’s been for his or her business peers. the most effective thanks to try this is by gathering feedback and sharing client reviews and testimonials. These client journey touchpoints square measure important at the analysis stage, particularly for B2B businesses. B2B product square measure typically a big investment, thus it’s within the best interest of companies to ascertain what proportion success others have had with the merchandise. To collect reviews, send a follow-up email requesting a review when a client has created an acquisition. causing this message among one or two of days of the sale, or when their free test period of your product has finished, offers customers enough time to digest your product’s main options and conjointly not chuck it. provide close-ended queries with a rating scale, thus they’re as straightforward to answer as potential. Add AN optional text box for purchasers to elaborate if they require to. If you’re searching for careful testimonials, take into account hopping on a decision with a client wHO has had a positive expertise. Share their quotes on the homepage or a testimonials page of your web site, as long because the client offers you permission. Alternatively, interview customers over video if they’re willing and have the time. The testimonial video will embody a glad client talking regarding what they like regarding your product in bigger detail. gently direct these testimonials to urge customers to the touch on specific options and pain points that your product helps solve. A feedback survey is another good way to gather client input on your product. Compile a listing of specific inquiries to decide wherever your product is prospering and wherever it's going to be falling a bit short. This input can facilitate your address downside areas that customers run into with bigger potency.
Follow-Up Messages - Customer journey stage: Post-Purchase Once your prospect has finally created an acquisition and become a client—the customer journey isn’t quite over nevertheless. To inspire customers to return back to your business, you wish to supply further support or services, thus they’re able to purchase once more at some purpose. There square measure variety of various follow-up messages you'll be able to send to customers to keep up and grow their interest in your business. one in every of the foremost common follow-ups is AN email report or discount on future purchases. A report that offers customers insight into new content and merchandise data from your business may be an honest choice for B2B businesses that need to assist customers maintain with business data and news which will be shared on an everyday basis. #yusufbhandarkar
