Are you familiar with all the different ways your customers interact with your business? Whether you’re a seasoned CX professional or you’ve never heard of CX, chances are you at least have some basic notion of the areas, or touchpoints, where customers interact with your organization. Your website, call center or storefront are all examples of possible customer touchpoints.
https://www.business2community.com/customer-experience/cx-secrets-collecting-feedback-touchpoint-02037323/
Research says that it costs 5 times as much to attract a new customer, than to keep an existing one while the chances of selling to an existing customer is 60%-70% and to a new prospect around 5% to 20%. To retain your existing customers its important to understand them. It is not about what you think your customer experience but how your customers feel about doing business with you. It is a pictorial representation of all the steps your customers take when they do business with you over a period of time and their thoughts and feelings at the different stages.
http://customerthink.com/how-to-map-your-customer-journey-to-delight-them-like-never-before/
To fully understand and measure customer loyalty and satisfaction, many organisations look at both the relational and transactional levels of interaction. Customer relationships are a complex matter and deal with human emotion as much as business.
https://mopinion.com/making-the-most-of-online-touchpoints-in-your-customer-experience-strategy/
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