customer touch points.docx
Post on 08-Nov-2014
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Customer touch pointsCustomer touch points are places and situations where you as a retailer have an opportunity to interact and communicate with your customers.
All customer touch point interactions build the collection of experience a customer has about your brand and your company. Well designed and planned touch points should deliver joy, help and a good experience to the consumer at the same time as it gives you a better knowledge of your consumers interests and behaviors.
There are two types of touch points
1. Interactive Touch points2. Non Interactive Touch points
Interactive touchpoints
Communication Touchpoints :Website
E-Mail Letter Brochure Ad Invoice
Human Touchpoints :
Sales professional Customer service rep Accountant Signage Drop off point Brand communication ways
Non Interactive touch points Physical Touchpoints:
Store Product Packaging Office
Sensory Touchpoints : Music (in a store) Temperature (in the mall) Smell (popcorn at the movie)
Other Touchpoints:
Lift Lobby Branding Space Security Area
Customer touch points in a chronological order
1. Street signage2. Parking3. Boom barrier4. Security5. Help desk6. Customer representative7. Store signage8. Store9. In store radio10. Sales representative11. Payment at POS12. Customer service counter
Human Touchpoints :
Customer service repAccountantSignageDrop off pointBrand communication waysSales Proffesional
Physical Touchpoints:
StoreProductPackagingOffice
Sensory Touchpoints :
Music (in a store)Temperature (in the mall)Smell (popcorn at the movie)
Communication Touchpoints :
WebsiteE-MailLetterBrochureAdInvoice
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