You may be familiar with this, and it certainly happens to me: When I'm particularly interested in something (a new camper van, for example), I encounter it everywhere. Usually, there are numerous touchpoints... For example, I'm researching interior design on Pinterest and come across a great blog article. While browsing the relevant website, I immediately subscribe to the newsletter, and so on. These so-called customer journey touchpoints can also be developed for your product. You can learn about the strategy needed in this blog article.
Get your free e-book now: The 5 stages of the customer journey
The customer journey describes a customer's path from initial contact with your company to the completion of a purchase. This can be a long journey, as the lead may need several decision-making aids and several attempts before deciding to purchase your product or use your service. How can you best accompany your customer on their customer journey and provide china phone number data them with optimal support? To find out, you first need to examine the touchpoints at which the potential customer comes into contact with you.
What are touchpoints?
Definition and meaning of touchpoints:
Touchpoints are all the points of contact a potential customer has with your company. This includes not only the moments before the purchase, but also those that occur after the purchase, such as service. Through these touchpoints, you can accompany your potential customers through all phases of the customer journey and provide them with exactly the information or services they need at the right time. Touchpoints are crucial because they influence the customer's perception and experience, which ultimately shapes the purchase decision and long-term customer loyalty.
Customer touchpoints in B2B
The various touchpoints naturally depend on your company's sales structure and the type and complexity of the product. Especially in B2B companies, the product or service usually requires more explanation than in B2C. The decision to purchase in B2B is often made in a more complex process, possibly even involving multiple decision-makers. Therefore, a B2B company's touchpoints must be carefully selected.
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