In this digitally remote world customers are the major determinants of the success in a business.
The consumer behavior affects your choice of strategy, they also drive the direction of your business. Nonetheless with the improved insight of the new age consumers into various digital processes, convincing them needs a lot of research, good relationship. Hence, a company needs to identify and analyze each problem facing the customers, and creating a lasting solution to those emerging difficulties. Customer Relationship Management plays a pivotal role in digital marketing and must not be neglected.
For a lasting customer retention, companies must create and be ready to sustain the relationships.
Customer Touchpoints allow customers to have better experience every time they come in contact with any of a company’s services, products, and information online and this encounter could result to either a negative or positive perception depending on the individual. This contact could come in varied forms, through product ratings, reviews, online forum, a visit to the company website, or the company’s customer service.
Customer touchpoints are divided into three Stages.
The customer touch points influence every decision making process.
Pre-purchase (AWARENESS) Stage
- Gain customers.
- Heighten brand awareness.
- Educate consumers about products and services.
Monitor the channels consumers visit.
Purchase (DECISION/CONVERSION) Stage
Win their Loyalty
Win their Trust
Building Good Connection
Strengthen the buying choice
Post-purchase (RETENTION) Stage
Nurture a Continuous relationship
Maximize the customer experience
Customer Retention becomes Uppermost
Increase brand loyalty
Make them come back