Customer Touchpoints - Why They Matter in the Customer Journey

Your relationship with customers is built one step at a time. Every interaction they have with your organization leaves an impression - and you want it to be a good one!
‘Touchpoints’ have been a hot topic for marketing, sales, and customer experience teams for decades. And for good reason! Each customer touchpoint is an opportunity to reinforce your brand value and engage customers in meaningful ways.
In live session replay, we’ll explore what a touchpoint is and why they matter for customer experience teams.
Video Highlights:
00:00 Welcome and Topic Introduction
03:27 What are Customer Journey Touchpoints?
07:05 What Most Organizations Get Wrong About Customer Journey Touchpoints
09:04 How To Take An Inventory of Customer Touchpoints
20:43 Identify Customer Touchpoints by Customer Journey Mapping
21:25 Final Thoughts
24:46 Q&A: For a small CX team, any recommendations to efficiently prioritize touchpoints to maximize impact?
30:07 Q&A: Most effective way to gather and analyze data to gain insights into customer behavior?
35:10 Q&A: How can we use touchpoints to improve the customer handoff from implementation to success?
40:59 Q&A: How can we have an adaptable and responsive approach to touchpoint optimization?
45:45 Q&A: What are some common pitfalls to avoid when creating customer journey maps?
49:07 More Resources and Wrapping Up
Resources Mentioned:
👉 Download the CX Mission Statement Workbook -- bit.ly/cx-mission-workbook
👉 Download the CX Success Statement Workbook -- bit.ly/cx-success-workbook
👉 Get the Customer Journey Mapping Workbook -- bit.ly/cjmworkbook
👉 Consumer Behaviour: A European Perspective [Book] -- www.pearson.com/nl/en_NL/high...
👉 Customer Experience: Journey Mapping [LinkedIn Learning Course] -- bit.ly/liljourneymap
👉 Journey Mapping: Case Study In Action [LinkedIn Learning Course] -- bit.ly/lilcasestudy
👉 Visit our website: experienceinvestigators.com/
👉 Connect with us -- experienceinvestigators.com/c...
👉 Tune in to the Experience Action Podcast -- www.experienceactionpod.com
👉 Have a question for the podcast? Visit askjeannie.vip
👉 Jeannie’s LinkedIn Learning Courses -- bit.ly/jeannie-lil
👉 Missed a past webinar? Watch them here: bit.ly/jeannieyt