Touch Points That Matter

Satchel Paige, an American baseball player who pitched well into his 50s said, “Age is a question of mind over matter. If you don’t mind, it don’t matter.” (Actually, we’re pretty sure he “borrowed” that from Mark Twain.)

We get the sense that many companies feel the same way about their customer touch point programs – if customers aren’t complaining about their touch points, they must not mind them and therefore “it don’t matter.”

Really?

• If you asked 10 customers if they were getting the right information they needed from you when, where, and how they needed it, how do you think you’d make out?
• If you asked 10 customers if they thought the processes you have put in place to manage your relationship with them were designed with them in mind or not, do you think you’d want to put those results on your curriculum vitae?
• If you asked 10 customers if they thought your stated commitment to them was closely aligned with their actual experience, well, you know where this is going.

You need customer touch points that enable conversation and relationship building. You need touch points that demonstrate how much you value customers by the careful thought and planning you put into those programs and processes. You need customers who are shouting your praises to their friends and colleagues because you truly have their interests at heart.

Customer Engagement Strategies believes that well designed customer touch points are one of the keys to engaging in conversations, building relationships and achieving business success.

Let’s start the conversation.