Touchpoints: How to reach the right customer in the right place

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Have you ever heard of touchpoints? Regardless of your industry, we emphasized at the beginning of our conversation that the term is extremely relevant to your brand.

After all, it’s a way to reach the right customer in the right place. Confused? Don’t worry. Stay with us and learn all about it right now. Let’s go!

What are touchpoints?
Touchpoints are the points of contact. In other words, they are the means that your company makes available for the customer to talk to your brand.

Therefore, they can be either physical (when the customer goes to the company) or virtual (phone calls, WhatsApp, website, chatbot, application, social networks, email, among others).

What are the types of touchpoints?
Touchpoints can be classified as:

static: flyers, billboards, product packaging;
interactive: website, social networks, customer service, chatbots and all means through which the customer can, as the name suggests, interact with your brand;
Humans: when interactions with the customer take place accurate mobile phone number list through a human being, that is, a member of your team, such as: attendants, sales representatives, among others.
Why is it important to know how to identify touchpoints?
Determining the best points of contact for interacting with customers is essential. After all, the more assertive you are at this stage, the better your brand’s results will be.

For example, let's imagine that you have a customer profile that prefers to ask the company questions over the phone, using more traditional methods.

So, if you only invest in social media strategies, your audience will certainly not be served. In other words, instead of solving the consumer's problem, you are creating one.

Therefore, it is essential to know your audience to determine which are the best touchpoints to focus on.

Right customer in the right place: how to approach them correctly?
Want to know how to be in the right place at the right time? Check out some tips to implement in your company.

Identify all touchpoints
Your company shouldn’t invest in a single point of contact. Therefore, it’s important to know your customer’s preferences and create a cadence flow between them. In other words, combine more than one format to achieve your goals.

For example, you can combine channels such as email, phone calls, chatbot and measure the results over a given period.

This makes it easier to understand which marketing and sales strategies worked and which channels your audience prefers.

Define goals and functions for each touchpoint
Once you’ve determined which touchpoints are most relevant to your audience, you need to define the goals and functions of each touchpoint. Here, it’s essential to have full knowledge of the purchasing journey.

This way, it becomes easier to create communication and a message that makes sense for all points of the customer lifecycle in your company.

Put yourself in the customer's shoes
There are several ways to get customers to contact and interact with your brand. Therefore, the big secret to making the strategy work is to put yourself in their shoes.