Customer's touch point in a business (online & offline).

Customer's touch point:-

                    A customer touch point is any stage when a customer or potential customer, comes into contact with a business. Touch points are used a lot of in offline business, particularly in retail. They can be receipt, bags, signage customer service counters and many other points along the way.

                                                         Online touch points can be valuable way for business to build brand loyalty and trust. When a customers encounters a touch point multiple times such as online ads, this provides consistent value and create ongoing positive associations & with a brand.

                                                  While people don't all look and think the same, the way they buy things and the touch points they interact with, have many similarities. To understand online user behavior, you need to established what those touch points are and where they take place.

                     To identify them, try mapping the journey the customers takes. Once you know the steps they take to get to you, you can plan how to impress them at every stages. Social media is another grate tool to develop touch points and can help give a business character and a personal feel. Remember your customers are real people, so connect with them in way that's reliable and engaging.

                                        Once your touch points are set up, remember to regularly review how they're performing.

USP (Unique Selling Point):-

                    When we identify what makes us different from the competition online, we call that our unique selling point or USP. A USP is a clear statements that describes the benefits you offer, how you might solve yours customers need and what distinguishes you from the competition.

Four key question to ask yourself when defining your USP are:-

(1)Who is my target audience?

(2)Who are my competitors?

(3)What problems does my target audience have?

(4)How can i solve them?

                           A good USP won't appeal to every one, but that's okay. build a USP that is tailored and speak directly to your target audience. Another things to considered while working on your USP is your strength and weakness. To do this use a SWOT analysis, which will help ensure business decision are well informed.

S - Strength

W-Weakness

O-Opportunities

T-Threates

                            While constructing your USP, it's a good idea to check what the competition is up to.When starting a competitor analysis, make sure to utilize the free tools available online. Google alert is a free tool show who is talking about certain topic online, so they help you keep your finger on the pulse. Try setting up alerts for key product or services, as well as your own business and competitors names.

                                  You'll then receive notification when they terms you enter are discussed online, and be able to see how your business you work for compares.

KPI (Key Performance Indicator):-

                             KPI are quantifiable measurements used to focus attention on the metrics most important to meet business goals. KPI are also useful in helping a team understand how progress will be tracked and measured. There are many way to construct KPI but they should be measurable practical, achievable and provide direction.

                                    KPI should be specific, measurable, relevant and time bound. by creating KPI this way, you can ensure they will be clear and achievable.