Are your touchpoints this good?
Want to learn something valuable about your business? Make a list of your touchpoints.
Your touchpoints are all the places that a customer or potential customer has some interaction with either your business or something that conveys information about your business. Your website is an obvious one. Your retail space is another.
But the most important touchpoint is YOU.
Starbucks (though they’re having a tough time right now) is a company that has mastered ‘touchpoint branding’. The store space is inviting, the coffee is held to an extremely high standard of freshness and flavor, and every employee is trained to greet you with a smile, serve you exactly what you want, and send you on to the rest of your day with a sincere “thank you”. Every touchpoint they have with you is meant to bring you further into the Starbucks community.
You probably don’t need to go as far as Starbucks does, but it does raise a good question: How well are you managing your business’ touchpoints?