A customer touchpoint is defined as any way that you “touch” a customer or potential customer during the entire relationship lifecycle with your business. While this may seem like just another term for internal customer service processes, it is actually much more.
One of my favorite examples comes from a woman who runs a home cleaning business. She distinguishes her service by using only eco-friendly or “green” cleaning products. In general her clients are not home when she cleans and her green cleaning products do not leave that telltale chemical aroma. To create a “touchpoint” she leaves a small incense burning and a handwritten note. Her customers are greeted by a sparkling home, the wonderful sweet scent of lavender rather than ammonia and a very personal, caring touch.
Assessing Your Customer TouchPoints
Using the chart above, you can map out and improve your customer touchpoints:
What are your customer touchpoints? How do you use them to create a better customer experience?