Customers can come into contact with your brand via e-mail, your website, or a phone call to your customer service team… Customer contact points are established when your customer interacts with your organization. It is important that we understand how and where your customers are interacting with your brand. This will not only help control your brand, but improve the experience your customers are having. By doing so you will also acknowledge which points of contact require more attention than others, and possibly provide an experience that sets you apart from your competition.
Generally speaking customers like to be in the driver seat and want the power to choose the product/service that best suits their needs. On one hand you want to provide a solution to everyone, but on the other the cost of doing so may be overwhelming. As a result how do you be everything to everyone?
The term “transaction” is often referred to an online or offline purchase. I find that even in such a digital marketing environment we tend to reserve this term for reports and results that showcase an increase in sales. As a result we can say that a transaction is in its basic form an exchange of monetary funds for a service or product, right? Wrong!