What are your Touchpoint Metrics®?
Customer touchpoints of every type drive customer experience and define your brand. But how can you know which are most effective? This is where Touchpoint Metrics come into play.
Whether static, human or interactive, touchpoints occur every time audiences come into contact with or "touch" your company. They define customer experience—the landscape between the customer's world and yours. Understanding how well touchpoints work—by measuring their performance in the context of customer experience—is at the core of MCorp’s approach.
After all, the most effective touchpoints move customers closer to your organization. Ineffective touchpoints can /incur needless expense…even push customers away. But how do you know which are most effective? Why are (or aren't) they effective? Which can be improved? Where are key touchpoints missing? Or how can touchpoints be sequenced differently to improve purchase, satisfaction and loyalty?
Touchpoint Mapping answers questions like these—and provides the Touchpoint Metrics you need to prioritize and refine your company's touchpoints, and make customer experience improvements that drive real value for your company.