Every business talks about improving customer experience or creating a great customer experience, but most organizations drop the ball and never really deliver one. Creating an exceptional customer experience is pretty simple if you have your customer in mind at every contact point.
If being found offline and online by prospects is the new form of awareness for lead generation, then trust is the new form of lead conversion. Trust happens rapidly when people choose to talk about you. A great customer experience is the most effective form of lead generation.
One of the most useful and valuable tools your (or any) business can create is a Customer Contact Point Map. The idea behind this tool is to use it to map all the ways your customers or prospects might come into contact with your brand and then go about making sure that each contact point is designed to create a better customer experience.
Ive put together a list of seven contact points here, but it can vary a lot depending on your business.
All of the things mentioned above are examples of contact points that could enhance your customer experience and get people talking, but it’s the collective focus on the entire map that really pays off.
Indispensable Marketing takes a process approach to developing and installing your small business marketing.