Touchpoints

CX strategies involve items such as analyzing customer “touchpoints,” but what does that mean in this age of “touchless” interactions?  

In order to connect with your customers, it isn’t always necessary to physically be near them, but at the same time, they shouldn’t feel abandoned by you.

You can offer touchless payments, check-ins or delivery without distancing your mindset and priorities from your customers. If anything, as business transactions become more physically distant, the customer/organization relationships must become closer in other ways.

One enterprise was forward thinking in its touchless delivery options. They sell grocery products and one challenge with contactless delivery is that foods requiring refrigeration will be sitting outside in the sun. So they developed reusable insulated bags to deliver the food in.

It solves the problem of food left out in the sun, offers the customer more flexibility of when to open the door to retrieve their orders, provides a form of marketing as the company’s name is on the bag, helps protect the environment by using sustainable packaging, and allows the business more flexibility in delivery times. All this while demonstrating to their customers that they will do what it takes to get their products to them in the safest manner possible putting their customers’ and their employees’ health first and foremost. 

There are many ways to serve your business as well as your customers. It’s only limited by your creativity.