Virtual Meeting

Virtual Meeting Each interaction a customer has with your company can be impacted by your brand. Every circumstance that can bring a customer into contact with your brand should be planned to provide a favourable experience in online meeting platforms. Use touchpoint mapping at this point. In a virtual event, customer mapping can help you increase sales, enhance the customer experience, and foster brand loyalty. In order to comprehend the touchpoint mapping and its example, it is necessary to first examine what qualifies as a consumer touchpoint.

What is a customer touchpoint?

In simple words, any interaction between a customer and your business is known as a customer touchpoint. Customer touchpoint includes any interaction after, during or before a customer purchases something from your brand. It happens through marketing channels and personal interactions. This type of interaction may be direct, where you control the experience for instance- ad campaign or offering a marking message. In addition, it could be indirect, where you can’t control the experience such as a verbal review of your business.

It can occur under the control of the brand, control of the customers and under the control of neither brand nor customer. Example of customer touch points includes:

  • A social media complaint so that exposes the client to the brand (neither client nor brand control)
  • Visiting a retail store (client control)
  • A commercial from the retail store (brand control)

Beyond customer service, there are other ways so that companies interact with their customers. For instance, your buyer’s journey may involve touchpoints like an advertisement, a visit to a website where they are guided through a sales funnel, a visit to a store where there is a human encounter, and so on if you run a retail business. Your touchpoints may include an advertisement, your marketing team, a sales representative, an onboarding team, and your technical support team if you sell SaaS solutions. In any case, customer service and feedback should be on your touchpoint map.

Even if you can’t completely control every customer interaction, as a business owner you still want to try to have an impact in each circumstance. Touchpoint mapping is one of the best ways to manage these interactions.

Brand perception and client loyalty are influenced by consumer touchpoints. Customer touch points directly influence numerical metrics like Net Promoter Score (NPS). Brands may increase their Net Promoter Scores and customer loyalty by comprehending and improving the quality of their customer touch points. Porkbun Review

What is customer touchpoint mapping?

Customer journey mapping or customer touchpoint mapping is essential in order to understand the customer’s expectations. In simple words, it is a strategic approach so that helps to optimize the customer experience and improve the customer experience. This is helpful for small, medium-sized and large organizations.

Expectations of clients are changing for every business. Personalization is one of the main aspects of the customer experience. In this digital world, clients want a highly personalized experience and this contains your customer service and marketing efforts. This interconnected approach is called omnichannel customer service and omnichannel marketing.

In terms of marketing, customer touchpoint mapping plays an essential role. It allows marketers to target one prospect across different touchpoints. Customer touchpoint mapping helps SMEs to develop personalized experiences across all the touchpoints for every individual. Customer touchpoint mapping includes a wide range of benefits. And some of them are given below:

  • Helps to understand the differences in buyer personas
  • Benchmark the customer experience
  • Help you to optimize the customer onboarding process
  • Allow you to understand the customer expectations and their needs
  • Allow using insights to simplify the customer journey
  • Help to predict the customer behaviour
  • Grow your audience
  • Make marketing effective
  • Improve your content market strategy
  • Offer the opportunity for innovation
  • Helps to build long-lasting relationships with customers
  • Helps to drive sales and improve the revenue
  • The method of customer touchpoint mapping lets you understand how your customer’s experience is.
  • Helps to identify the gaps in communication or service
  • Increase customer engagement
  • Attract loyal customers

Many Virtual events platforms come with customer touchpoint mapping features. With the help of this function, you can determine exactly where a specific user visited, including the booths and sessions. Additionally, you may check attendance details, filter particular behaviours, and determine their areas of interest.

Examples of customer touchpoint mapping

Before purchases

  • Website

  • Reviews / Testimonials

  • Directory Listings

  • On-hold Messaging

  • Auto-Attendants and IVRs

  • Advertisements and Promotions

  • Store Locations

  • In-store Advertising

  • Word of Mouth

  • In-store Events

  • Digital Menu Boards

  • Content Marketing

During purchase

  • Website (Ecommerce Section)

  • Showroom Design

  • Product Demo Videos

  • Staff/Employee Engagement

  • Overhead Music and Messaging

  • Checkout Kiosks / Point of Sale Systems

  • Checkout Lines

After purchase

  • Order Fulfillment

  • Thank You Cards

  • Customer / User Portals

  • Billing / Invoices

  • Packaging

  • Rebates

  • Follow Up Emails

  • Online Help Center

  • Education / Follow-up Resources

  • Customer Service Phone Lines

  • Questionnaires / Surveys

  • Customer support channels

  • Customer success program

  • Customer onboarding

  • Customer loyalty program

How customer touchpoint mapping works

Customer journey mapping or customer touchpoint mapping is a part of virtual event solutions so that helps to understand the path a client takes from initial contact with your business to buy a service or product.

The first step in customer touchpoint mapping is to list all possible interactions so that could take place during the customer journey. These could involve calls to your contact centre as well as interactions and conversations over the internet, via email, SMS, surveys, chat, and social media. The last phase is gathering data on how clients feel about each touchpoint, specifically if the exchange enhanced their opinion of your brand and brought them nearer to conversion or not.

Virtual meeting platforms and customer touchpoint mapping software play an essential role in order to boost sales. Because the process of visualizing different customer journeys can quickly become overwhelming. You can automate the procedure of gathering client opinions about event touchpoints with a superior analytics solution.