John

Customer touchpoints are particular places in the buyer journey where potential, as well as existing customers, interact with your brand. Now, these touchpoints might involve direct interactions like getting a product demonstration from your sales team or indirect interactions like reading a blog published on your website. Every customer touchpoint directly affects your overall customer experience and the way your audience perceives your brand. A bad experience at one touchpoint can quickly downgrade the user’s perception of various good experiences at other touchpoints in the past. HOW TO IDENTIFY CUSTOMER TOUCHPOINTS? A few of your customer touchpoints should be apparent. For example, if you have a sales or support team that interacts with your customers directly, those interactions – support chat, product tutorials, sales calls, live demos, etc. – are all customer touchpoints. However, to discover other touchpoints, research and data are required. You can use tools such as Google An...

Customer Experience (CX) is one of the most extensively discussed topics related to business. To provide up a better and more intuitive experience to the users, the companies worldwide are now shifting their marketing focus towards the user experiences. Recently, a survey showed that the companies are excited about the opportunities bought by the customer experience, and they will beat the competitors such as mobile marketing and content marketing. In the coming future, Customer Experience may overtake products and the cost as very crucial brand differentiators. What is Customer Experience? Customer’s insight into how a business treats them can be termed as Customer Experience. It has a direct relation to customer satisfaction. A customer can develop both positive and negative feelings towards any specific brand. However, by understanding the customers and delivering them personalized experiences, the companies can effectively transform Customer Experience and make them loyal. When the...