As per last week’s blog, we are on a mission to find at least 77 Customer Touchpoints that you can turn into Unexpected Encounters that will attract, keep and engage more customers so that you can grow your business.
Click here to view Touchpoints #1-#17
18. Products
19. Packaging (and if you’re really innovative, you can do like the advertising team for Cooper/Mini and throw fake packaging into the recycling pile at around Xmas time and see what happens. )
20. Instruction manual (Check out Ideapaint’s incredibly innovative Unexpected Encounter instruction sheet. And while you’re at it, check out the countdown on their landing page.)
21. Contract
22. Invoice
23. Phone number (Doesn’t get much better than 1-800-GotJunk?)
21. Pricing (Yes… pricing… My colleague Mark Leblanc does an Achiever’s Circle weekend that has no fee. At the end of the session, people pay what they wish based upon the value that they have received from the session. Now that is an Unexpected Encounter. Another colleague of mine charges an unusual $377/hr for her coaching services. Both get noticed because they are different.)
22. Call centers
23. The automated direct message that you send to anyone who decides to follow you on Twitter
24. Those annoying Join my Fan Page announcements or Come to my Event messages on Facebook. (ooops – did I say annoying? Have you checked your account recently to see what those messages say on your behalf and how often they are going out to the same people? Has technology lulled you into giving up control of your brand experience?)
25. Each and every time that each and every employee ever comes in touch with a customer.
26. Letterhead
27. Envelopes
28. Stamps (Surprised? Check out Picture Postage from Canada Post. We had some made for our business. Send me a letter and I’ll send you one back!)
29. Receipts (Esso’s receipt says “We’re drivers too.” Does your receipt remind your customers why they should do business with you?)
30. Promotional items
Ok – so we’re 30 out of 77. 47 more to go. What are you waiting for? Share some of your best Touchpoints or some amazing Unexpected Encounter Touchpoints Experiences that you have come across and help us all Imagine the Possibilities!
Tags: brand experience, business, Canada Post, customer experience, customer experience innovation, Customer Touchpoint, Customer Touchpoint Innovation, Idea Paint, IdeaPaint, more customers, Touch Points, Touchpoints
Hi Toni
Was wondering what you were up to! Here are some of my picks for touchpoints:
Thank you card!
A MEFY Gift (Made Especially for You)!
Your Car wrap
Liscence plate
You! (oh Ya you had that) LOL
Signage
Your courier
Advertisements
keeping commitments
giving referrals
Calling back in a timely manner
I guess the last three speak of character
Like your stuff Toni. The object lesson of the ladder makes you memorable. I see you will be speaking in Montreal at the gift show, congrats! Nice win for you. Lots of people there.
I have many more touch points to share. I’ll check back with you at a later time.
Take care and have a LARGE day! Make the most out of it! I know you will!
Thanks Pat
It would impress me if I saw the company vehicle parked FAR away from the door, rather that right in front taking up their customers parking spots. It makes me wonder how much they care about their customers if they take the ‘best’ spot. It would also me more benefial to them to have their vehicle (with signage) close to the street for more people to see.
AWESOME Robert. I never would have thought about the reading material in the reception area. Which in itself begs the question ‘What else could we have in a reception area that could be an Unexpected Encounter?’ Keep ‘em coming!
literature waiting in your reception area
pens used at counters etc to fill in forms
Press releases in general
The boiler plate for your company at the bottom of your press releases
Fax cover sheet (some companies still rely on fax machines)
Your media strategy – is your firm accessible to the media or do they usually end up running a “could not be reached for comment” when your firm is in the news
Christmas/holiday cards or emails
Event invitations
Events themselves
There’s more Toni, but that’s all that comes from a quick thought on the subject. Cheers!