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Creating Positive Customer Touchpoints Instills Trust and Loyalty

A great experience with a company can stick with a customer for years. It becomes the story they tell all their friends, the highlight of their online review, and the justification for continuing to shop with your business. But, that loyalty can be lost in a moment with one bad experience. In today’s crowded and loud world , businesses of all sizes must find ways to stand out from their competition to earn their customer’s trust. They can do that by creating positive experiences at every step of the buyer’s journey.

In this article, we’ll explore the idea of touchpoints in branding and their role in earning your business loyal customers.
What are customer touchpoints
Why build trust and loyalty with your customers
How to improve customer interactions

What are customer touchpoints

Customer touchpoints are the points of interaction between a business and a customer. These include any moment where they come into contact with your brand through either physical or digital interactions, such as in-person, on your website, on social media, through search engines and advertising, or via email. Each touchpoint is an opportunity to make a positive impression on your customers and win their loyalty.

Why build trust and loyalty with your customers

In a recent survey conducted by CX solutions provider Verint, respondents were asked if they’d ever stopped doing business with a company due to a poor customer experience (CX). 64% said yes. This data points to one major truth: people don’t just want good service; they need it—and they know when it’s lacking. If a customer cannot trust your brand to consistently provide a great product or service and a great experience, they will easily fulfill their need elsewhere. To earn a customer’s loyalty, thus preserving profits and a reputation for your brand, developing positive customer touchpoints is a top priority.

How to improve customer interactions

If your brand is providing a poor or even just an average experience to your customers, opportunities are being left on the table. There are several strategies you could take to improve customer touchpoints, including providing a more personalized experience, training staff in better customer service techniques, and gaining employee buy-in on your company’s mission. Each brand is unique, facing specific challenges in their industry and with their audience, so getting up-to-date, insightful research, both internally and externally, is crucial to making informed decisions. Lastly, providing a cohesive and consistent image of your brand in design and messaging by establishing clear brand guidelines helps customers to recognize you and know they can expect great things from your brand.
Along the buyer’s journey, a brand has many opportunities to instill trust and loyalty in their audience. Making sure that your customers feel good about doing business with you at every touchpoint—whether it’s through an email, phone call, or in-person visit— is a chance to strengthen the relationship between brand and consumer. Don’t settle for just being average. Become a remarkable brand providing remarkable experiences.