The Forgotten Customer Touchpoints | Rubuss
There's huge potential in customer communication - you just need to know where to look. Here's a question: How much time have you spent looking at your operational customer touchpoints recently? Granted it's not the most inspiring of questions. In fact, you'd be forgiven for dragging your mouse to the close button in the hope of finding something a little more inspirational to read. But hang on for half a second... A huge amount of effort goes into designing better experiences, investing huge amounts in CRM and CCM systems, VoC programmes, big data initiatives, the list goes on. All that investment and energy. Yet there’s so much potential for delighting customers and improving retention in "forgotten" communications. So what are these 'forgotten' touchpoints? I'm not talking your above-the-line, brand-aligned campaigns, or your targeted, personalised advertising efforts. It's the stuff that so often gets overlooked in the customer journey but matters a great deal to your customers.