Customer Touchpoints & Customer Journey Mapping

Every time a customer 'touches' or interacts with your business, they are forming an opinion of your business and brand. Simplifying customer experiences and making each touchpoint positive translates into faster sale cycles, and more satisfied, loyal customers who are more likely to make follow-on purchases and referrals.

It’s easy to see how the touch points relate to each other, and that you don’t miss any out when you put them into the order of how customers interact with your business.

When does the awareness start? At which stage do your customers find you? Are you on the right mediums where a potential customer is looking to find a solution? You can lose customers at every step if you're not where they're looking, your website is out of date or difficult to navigate, or if you don't give them the answers they're looking for.

Take that journey step by step and create a map of how people interact with your business. Make sure that all touch points with your brand and business are positive so that the potential customer chooses you above your competitors.

It is also essential to ensure all your communication, messages, and images are consistent throughout the journey so you create a cohesive brand and give the right impression. Without a cohesive look, the mismatched touch points can indirectly portray the business as disorganised.

Zendesk is a customer service software system that uses a buddha as their brand icon.

This icon is used consistently on marketing assets like their website and billboards, plus in their office. The brand’s signature green and orange is also consistently used across channels.