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!
