Here are just a few of the touchpoints you need to consider.
Your Office Environment
-
Colors—Are you reinforcing your brand image?
-
Layout—Is the arrangement inviting and comfortable?
-
Signage—Are you reaffirming your company distinctions, brand promise, and business principles?
-
Small touches—If you have lush foliage, for example, you’re signaling a high level of care. And a keen attention to detail. Your buyers will take note.
Your Customer Service Protocols
-
What traits do your company uniforms or dress standards emphasize? (Professionalism? Approachability?)
-
What questions do your frontline employees ask, and in what order? (Does their personal concern for buyers rank highest on the list?)
-
Do employees make clear, in the simplest possible terms, what buyers can expect?
-
Are buyers offered a range of convenient options for doing business with you?
Your Email Communications
-
Are you sending updates at each stage of the buying process?
-
Are you giving buyers a voice, and making them feel valued, via satisfaction surveys?
-
Are you sending periodic newsletters to keep in touch and stay top of mind?
Your Social Media Presence
-
Are you posting consistently and frequently enough?
-
Does your activity align with your brand identity and your followers’ expectations?
-
Are your posts inspiring? Do they feel like two-way conversations, promoting audience engagement?
Requisite for Success: Empathy for Your Buyers
The truth is, buyers don’t make rational decisions. They make emotional ones. How they perceive your brand matters most. Positive feelings and associations keep them moving through the funnel.
When analyzing your touchpoints, channel your empathy. Focus on the human being who just happens to be a corporate decision maker. Think of how you’ve been ideally treated in the past. Then aim higher.