Every day your customers are faced with more and more vendors offering more and more choices which means that every day those same customers need to be reminded more and more often why they should do, or continue to do, business with you.
Why you? Why should they spend their hard earned money with you? Why you and not the guy down the street or the gal across the continent whose products or services may or may not be the same as yours but whose customer experience is so compelling that the customer is driven back to them and away from you.
As I’m sure most of you are already aware, one of the most powerful ways to remind your customers “Why You?” is through your Customer Touchpoint Experiences. In fact, the real goal is to create Innovative Customer Touchpoint Experiences (what we call Unexpected Encounters™) that can help you attract, keep and engage more customers so that you can grow your business.
All good in theory. But it occurred to my partner Gerry and I today that what the world really needed was an truly exhaustive list of Touchpoint Opportunities so… we started one. We’re up to 77… and still counting.
Here are the first 17 but we need your help. We’re going to publish the list in four parts in the hopes that you will help us grow the list with your thoughts and ideas and that by the time we get to the last installment, we’ll have collectively discovered over 100 Customer Touchpoint Opportunities.
Some may be more obvious than others… some may be more obscure. Where we have a great example, we’ve provided it. But bottom line: Each of these Touchpoints represents a powerful opportunity to help you attract, keep and enage more customers so that you can grow your business. If you can work on being more strategically innovative about even 1 or 2 of these Touchpoints each month, your business is guaranteed to see the results.
Here goes….in no particular logical order
1. Business card
2. Website (Particularly your landing page. Check out http://producten.hema.nl/ for inspiration)
3. YOU!! (http://www.hellomynameisscott.com/)
4. Voice mail message on your phone
5. Voice mail message that you leave on someone else’s phone
6. If someone answers your phone live, what they say.
7. Garbage (Yes… garbage… check out this Fun Theory video at http://www.youtube.com/watch?v=e7MfxFjbHWw)
8. Email (branding, email signature, subject line etc…)
9. Facebook pages (home, fan etc..)
10. Each and every FB post
11. Twitter page(s) (home, list etc…)
12. Each and every Twitter post
13. Linked in page(s) (profile etc…)
14. Each and every Linked in post (Are you getting the idea here? I think you can fill it in for each of your social media platforms)
15. Blackberry or any texting signature (My great friend Rich DiGirolamo, the genius behind Recess at Work Day changed the standard “This message has been sent from my Blackberry” to “Do you really care that this message was sent from my Blackberry? Hilarious.)
16. YouTube videos
17. YouTube channel home page
18. YOU!! (oh – I already said that. Doesn’t count.)
That makes 17. Lots more to come but send us yours. Examples too if you have them.
Other food for thought…
What is your definition of Touchpoint?
Now that I think about it, what is your definition of a Customer?
You tell me yours and I’ll tell you mine….
Tags: customer experience, customer experience innovation, customer service, customer service innovation, Customer Touchpoint, Customer Touchpoint Innovation, strategic innovation, Touch Points, Touchpoints
