The customer experience

How often do you receive honest feedback from customers about their experience with your brand? And I’m not talking the make-nice-but-I’m-not-coming-back kind of feedback. I’m talking BRUTALLY HONEST feedback?

Business that really take off have the customer in mind at every touchpoint, there’s a chance you’re dropping the ball.

You might always deliver a great product, on time, with a smile, but a wayward touchpoint like off-target advertising, billing mistakes, or an unwieldy website can scare customers off. Fortunately, most of these touchpoints are within your control. All you have to do is identify them–all of them!–and start getting feedback.

The customer’s experience goes beyond the product or service you offer, its also in all the touchpoints. A touchpoint is any time a potential customer or customer comes in contact with your brand–before, during, or after they purchase something from you. Customer touchpoints are your brand’s points of customer contact, from start to finish. For example, customers may find your business online or in an ad, see ratings and reviews, visit your website, shop at store, or contact your customer service. Seems like a long list, but these are just a few of your touchpoints!