So what is a customer
touchpoint?

Customer touchpoints are your points of customer contact from start to finish. Customers may find your business online or in an ad, see ratings and reviews, visit your website, shop at your retail store, or contact your customer service. Collectively, touchpoints create the customer’s experience.

As your leads connect with your company during their buyer’s journey, how you craft your customer touchpoints can influence their buying decision.

Your brand may not be connecting with customers at each of the touchpoints identified in the infographic, and that’s okay. You just want to be sure that you’re making the most of the touchpoints your brand does use.

Identify & Assess Your Customer Touchpoints

Take some time to assess your customer touch points for each customer phase (before purchase, during purchase, and after purchase) and evaluate:

Is your culture and tone consistent throughout each point of contact?
(Yes/No)

Is there a standard practice in how your team communicates with customers?
(Yes/No)

Is your imagery, color palette, and tone of message consistent across all your digital platforms?
(Yes/No)

Does your physical location’s environment match what you are putting in front of customers digitally?
(Yes/No)

How many of the questions were you able to answer “Yes” to? Use the guide below to find out what your score means.

If you answered “YES” to:

0-1 Questions: Sounds like your company could benefit from creating a brand guidelines that would cover all your customer touch points.

2-3 Questions: You have some consistency in place but there are still areas where trust could be broken between your brand and your customer. Uncover where the inconsistencies are and tighten up your brand experience.

All 4 Questions: Great job! You have a consistent brand presence which will instill trust and confidence in your leads and customers!

Providing a consistent brand as your customers move through their relationship with your business will help establish confidence, trust, and loyalty with them.

Need more data to understand your customers?

Schedule Your Free
45-Minute Consultation.

Organic Social Media Management

Learn how to effectively use social media to build your brand and cultivate a loyal fan base.

This consultation includes the following components:

Interview: Element212 will review:

  • Your current social media platforms
  • Competitive analysis
  • Target market analysis

Recommendations:

  • Social media posting strategy
  • Content overview strategy
  • Strategy evaluation
  • Develop followers
  • Tools & Resource recommendations
  • Quarterly review
  • Consistent branding across social media platforms

Search Engine Optimization (SEO)

Learn how to optimize your website and improve your website’s ranking in search engines such as Google.

This consultation includes the following components:

Approach: Element212 will provide:

  • Keyword selection strategy
  • Step-by-step instructions to maximize on-site optimization for your content
  • Tips on where to place and link keywords on your website
  • 2 high-quality backlinks

Recommendations: You will receive:

  • An actionable strategy for improving on-site and off-site SEO
  • 3 & 6 month check in and recommendations

Full Brand InsightsTM Research

Duration: 7-9 Weeks

We’ll take an in-depth look at your brand, communications & buyer’s journey to devise a comprehensive marketing strategy that works.

This consultation includes the following components:

Interview: One-on-one interviews with team members & customers or clients to uncover:

  • Company S.W.O.T.
  • Company Goals
  • Internal/external perspectives
  • Brand perception gaps
  • Customer persona
  • Differentiators
  • Internal & External expectations
  • Customer buyer’s journey
  • Perceived value and benefits
  • High value

Survey: Online customer & team surveys

Analysis: Current marketing audit

  • Marketing Collateral
  • Website
  • SEO
  • Content

Report & Recommendations: In-depth overview of your customer’s and team member’s brand perceptions along with a comprehensive marketing strategy and a Gantt timeline for the following:

  • Integrated marketing communications
  • Ongoing marketing messaging
  • Website audit
  • Brand positioning
  • Digital advertising

General Marketing Strategy

Duration: 14 days

Ready to step up your marketing? We’ll identify opportunities and develop a plan that capitalizes on those findings.

This consultation includes the following components:

Interview: Half-day team interview to uncover:

  • Company growth goals
  • Company S.W.O.T.
  • Brand expectations & voice
  • Company differentiators

Survey: Online customer & team surveys

Analysis: Current marketing audit

  • Marketing Collateral
  • Website audit
  • SEO audit
  • Content audit

Report & Recommendations: Data gathered to bridge the gap between customer & company perspectives with insights to shorten the sales cycle. This report includes marketing strategy recommendations and a Gantt timeline for the following: Website Social media Print marketing Digital advertising Public Relations

Agile Brand InsightsTM Research

Duration: 5 days

We’ll take a look at your brand and identify opportunities for the advancement of your marketing efforts.

This consultation includes the following components:

Interview: Half-day team interview

Survey: Online customer & team surveys

Analysis: Current marketing strategy

Report & Recommendations:
High-level overview of your customers’ & team members’ brand perceptions along with marketing strategy recommendations and a Gantt timeline.

Buyer's Journey Research

Duration: 3 days

We’ll help identify your customers’ buyer’s journey and how you can influence their purchasing decisions.

This consultation includes the following components:

Interview: Up to 10 customer interviews

Survey: Online quantitative customer survey

Analysis: Secret Shopping (when applicable)

Report & Recommendations: Insights into the decision-making process your customers go through when researching, considering, and ultimately deciding where they make their purchase. This report also includes marketing recommendations along with a Gannt timeline.

Internal Team Communications

Duration: 7 days

Let’s take a look at your team’s internal and external communication processes and identify opportunities for improvement.

This consultation includes the following components:

Interview: Half-day team interview

Survey: Online anonymous team survey

Analysis: Secret shopping (when applicable)

Report & Recommendations: Insights report showing gaps and opportunities for internal communications & processes and marketing recommendations with a Gantt timeline.