5 Steps for leveraging touchpoints for stronger customer relationships
Posted on Tue, May 12, 2009
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1. Understand your relationship lifecycle
Understand the stages of your Customer Relationship Lifecycle, by researching audience needs, influencers, and barriers to progression at each stage.
2. Improve the customer experience
Map the touchpoints in each stage to gain an understanding of the experience they deliver from the customer’s perceptive.
3. Optimize your touchpoints
Ensure that touchpoints address specifically identified needs, influencers, and barriers—fix, add or remove them as needed to meet your goals.
4. Focus marketing and service spend
Focus your budget on those customers and touchpoints that are most effective at driving desired results across key brand, marketing, customer experience and business metrics.
5. Measure and improve
Continually measure your success across key metrics analyzing, monitoring, validating, implementing and improving the systems that drive success.
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