What is your Customer Touchpoint?

Learning to see from the Customer Point of View helps you to build the Customer Centric Culture in your Organisation. When is the last time you “walked in your customer’s shoes” to see the touchpoints they experience? What does your customer see and hear? Every positive encounter your customers have with your company reinforces their loyalty and keeps them from going to a competitor. Few Steps to Build Customer Centric Culture: 

1. The first touch point with your company: positive or negative? Try having someone call your firm on the phone or begin a live chat online with someone from your organization, and see what happens. No matter what type of products or service you provide, you want that first impression to be positive, because there are plenty of competitors ready to take your disappointed customers off your hands. Don’t let a negative first impression turn people away. 

2. What happens when there is a problem? Have you equipped your employees to resolve problems, or do they sweep them under the rug? This could make all the difference between a repeat customer and one that you never see again. Make sure your company has a plan in place to help both your staff and customers feel confident in the outcome.

3. Do you have a touchpoint plan? Touchpoint is a jargon for any encounter where customers and business engage to exchange information, provide service or handle transactions. Just as you would prepare a crisis plan, consider creating a "touchpoint plan" for all of the touchpoints you can imagine your customers experiencing with you or your company. Get your staff involved to help you plot out these touchpoints, from beginning to end. That way, you and your staff will be well prepared for how to satisfy customers at each and every point of contact, ensuring that they return and remain loyal customers.

It might take a bit of strategy on your part to consider all of the touchpoints your customers encounter with your company, but you will be rewarded with loyal customers once you take initiatives like this.