For many businesses, staying in touch with customers on a consistent basis is a tricky but important step in improving the customer experience and reducing churn. One way to ensure that you stay top of mind with your most important clients is to implement a customer touchpoint program that details when you contact customers and how. Here are 5 Cs that you’ll want to consider before you map out the program.
Contact
The most important thing to think about when planning your customer touchpoint strategy is the who. Start by having a discussion with your team to identify the key points of contact for each of your customers. Depending on the size of the customer account, there may be multiple contacts on each account. Make sure that you’re considering key decision-makers as well as influencers!
Context
Next, you’ll want to identify the context under which a customer touchpoint might be appropriate. Some popular events in the customer journey that may call for a special touchpoint include closing a contract, signing a renewal, a customer’s birthday, holidays, or a thank you for a referral.
Content
Once you’ve determined which events call for a customer touchpoint, it’s time to decide on your approach. Mix up customer touchpoints by alternating between thank you cards, emails, custom gifts, and any other creative ideas that will help you connect with your key contacts. Be genuine and personal in your messaging to make sure the recipient feels special!
Cadence
Keeping in touch with your clients on a consistent basis will help you nurture your relationship with them over time. Our automated gifting program allows you to continue doing what you're best at while we make sure that you never miss an opportunity to celebrate your clients with a custom gift. Just tell us when you'd like to reach each client, and we'll make sure a gift is sent out in time to celebrate the occasion! Connect with us to learn more about our automated gifting service.
Cost
After you’ve determined the who, why, and what of your customer touchpoint strategy, you’ll want to decide on your budget for each touchpoint. Take into consideration the potential ROI of each touchpoint when setting a budget, and make sure that you’re taking any potential extra costs like shipping into account. Check out our blog post here for tips on how to build the right corporate gifting budget for your company.
If you're hoping to include gifting as part of your customer touchpoint strategy, reach out to hello@giftbetter.co to start curating your perfect gift!
