Touchpoints

The following questions relate to where your target groups come into contact with the company, and how the offering and contact interfaces are integrated.

81. Do you know WHERE your target groups come into contact with you before, during and after a purchase/errand?

No, we know very little about that Yes, we know a lot about that

Time to make a customer journey mapping

Customer behavior is changing ever faster. In order to understand how these behaviors change, customer journey mappings are important tools. Through these, understanding of the target group’s customer journey, i.e. the journey from need to purchase and further to use, is gained. Companies also learn what the target groups experience at the different stages of the journey and new business opportunities are identified.

Time to make a customer journey mapping

82. Based on the target group’s perspective, do they feel that all your digital contact interfaces are inter-related?

No, hardly at all Yes, very much so

83. Based on the target group’s perspective, do they feel that all your different contact interfaces (online and offline) are inter-related?

No, hardly at all Yes, very much so

Understanding omni-channel

Connecting different touch points while adapting to the situation and customer needs is what omni-channel is about. Watch the video to get a basic understanding of what omni-channel means for retail.

Understanding omni-channel

Connecting different touch points while adapting to the situation and customer needs is what omni-channel is about. Watch the video to get a basic understanding of what omni-channel means for retail.

Understanding omni-channel

Connecting different touch points while adapting to the situation and customer needs is what omni-channel is about. Watch the video to get a basic understanding of what omni-channel means for retail.

Understanding omni-channel

Connecting different touch points while adapting to the situation and customer needs is what omni-channel is about. Watch the video to get a basic understanding of what omni-channel means for retail.

84. Is your communication adapted to the specific characteristics of each contact interface?

These characteristics may relate to the customer’s situation and screen.

No, hardly at all Yes, very much so

85. What most often initiates communication with the target group?

Which statement best matches your organization?

Communication is ad hoc, without planning

Communication is initiated by our activity plan

Communication is initiated by the target group’s activities and then dealt with manually by us

Communication is initiated by the target group’s activities and is automated

Automate your marketing

Merging sales and marketing departments while moving from slow and unstructured to fast and coherent can be achieved through marketing automation. Check out the video to understand the basics.

Automate your marketing

Merging sales and marketing departments while moving from slow and unstructured to fast and coherent can be achieved through marketing automation. Check out the video to understand the basics.

Automate your marketing

Merging sales and marketing departments while moving from slow and unstructured to fast and coherent can be achieved through marketing automation. Check out the video to understand the basics.

86. What proportion of your communication takes place via digital touchpoints?

For example your website, your apps, social media, banners and searches.

None at all

Less than 1%

1-10%

11-25%

25-50%

50-100%

87. What proportion of your sales (if you have any) are generated via digital touchpoints?

The customer makes the purchase him/herself, e.g. via a website, social and mobile channels. Also include e-commerce with sales of physical products.

None at all

Less than 1%

1-10%

11-25%

25-50%

50-100%

88. What type of touchpoints do you use primarily?

Mainly purchased touchpoints Mainly owned, borrowed and deserved touchpoints