Spend Less While Making Your Customers Happier
Every time you “touch” your customers, there’s a cost to you. Touchpoint Metrics can help you touch them for less, and deliver a better customer experience at the same time.
Every company invests significantly in interacting with their customers. From acquisition-focused investments (like sales and marketing) to service investments (call centers, account communications) every interaction has a cost.
Now, you can quantify which touchpoints are most (and least) effective, and which have the greatest negative impacts on experience. Through Touchpoint Mapping, you can see where this affects the bottom line. We help our clients save money in two key cost-related areas:
- Decreased customer-facing costs: Do you have touchpoints that are redundant, or that drive undesirable results? By identifying and eliminating these, you’ll save hard dollars in areas such advertising and marketing, outbound service and phone calls, and account communications.
- Decreased process costs: Just as eliminating touchpoints saves the cost associated with delivering them, there are “soft” savings as well. While no less real, eliminating the internal processes or systems that support these touchpoints means that you can reallocate internal resources towards higher ROI tasks.
By focusing spend, reducing overhead, and eliminating ineffective or redundant communications, Touchpoint Metrics has saved companies millions of dollars in unnecessary sales and service costs — while improving customer experience.
Recognizing this value starts with answering two simple questions: Which touchpoints are most valuable to your customers? And which are most effective at driving desired business results?