How Can You Use Online Touchpoints for Better Conversion?
When a customer interacts with your brand online, whether directly or indirectly, that interaction is referred to as an online touchpoint. An interaction known as a touchpoint can change how a customer thinks about a product, brand, company, or service. It may take place prior to, during, or following a purchase. Your company might be discovered by a customer on Facebook, on a review website, or by word-of-mouth. To please your customers, you should have as much control over your touchpoints as you can. The first step in establishing an outline of the customer’s journey and ensuring that your clients are happy along the way is to identify your touchpoints.
Your client touchpoints will function as an itinerary for increased customer satisfaction along the whole customer journey after they have been discovered. Let’s talk about the advantages of understanding your consumers’ touchpoints.
A lower burden on consumer assistance: Increasing client satisfaction at each touchpoint will increase the likelihood that issues will be resolved within the initial encounter.
Improved customer experience: Make sure that customers enjoy a smooth, hassle-free experience on every platform.
Recurring business: A positive customer experience will influence their choice to make another purchase from the same company.
Establish commitment: A loyal client base can be obtained through increasing customer happiness.
A few Examples of Customer Touch Points
- Online Advertisement
- Social Media
- Upsell or Cross Selling
- Product Reviews
- Point of Sale
- Digital Marketing
The aforementioned instances are a few of the client touchpoints that take place before, during, and immediately following a transaction. Let’s go over them in more depth.
Have you ever seen banner advertisement on a website’s sidebar or at the top? These are the touch points that prompt customers to visit your website again. Making sure that the internet marketing links point to material that is specifically pertinent to the ads will help you get off to a strong start. If your marketing includes a link to a deal, make sure it takes viewers to a page that thoroughly discusses or displays the items on the sale.
E-commerce has proven to be the most effective method for many businesses to attract customers and close deals. Due to websites’ global accessibility, a small or medium-sized business in one region can easily deliver goods and services to a client on the other side of the world through an e-commerce platform.
Despite the fact that social media might be employed in every area of this list, its primary function is to attract customers. This is due to the fact that social media is an affordable means of contacting a sizable section of your intended customer base. It can help you market your products, cultivate client connections, and improve the reputation of your company as a whole.
Upsell or Cross Selling
Once a customer makes a purchase, their needs don’t go away. In fact, after they begin using your product, some clients develop new desires. You now have the chance to upsell or cross-sell customers on extra or expensive things in your business. if a customer signed up for your email list to receive updates about new offers and products, take advantage of the opportunity to upsell or cross-sell your products.
Product reviews are no longer a touchpoint for prospective buyers in the modern digital world. Customers can now look up product reviews while they are in your stores by using smart devices. Additionally, some online stores include customer reviews right on the listing page, allowing you to see what other users have to say without leaving the page.
Point of Sale
At the point of sale (POS), a salesperson or online resource will offer every relevant detail, including the requirements that your product will satisfy.This is the last interaction a customer has before making a purchase. This will allow your sales professional to justify why the consumer currently needs your goods. This is a critical phase in the client’s journey for many firms.
Any content that your business posts online to market its brand, excluding advertisements, is referred to as digital marketing content. Promotional movies, data visualisations, or interesting blog articles, such as what you’re currently reading right now, could all be included in these materials.
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Referral programmes, made available to current clients, provide rewards for both the new client and the referrer. This makes both parties content and raises the likelihood of subsequent purchases and more recommendations.Customers frequently place more credence in their friends’ recommendations than in marketing. The most reliable referral sources, according to 83% of consumers, are their friends and family. Therefore, if companies want to be regarded as reliable, they must concentrate on word-of-mouth advertising.