What are effective ways to design customer touchpoints that evoke positive emotions?

Customers want to see progress. If you talk about theory and potential, your message won't resonate. It's better to focus on small, iterative progress than to wait several months for a big reveal.

The first thing I recommend in designing any customer touchpoint to evoke positive emotions is to get an understanding of the overall customer journey. This means mapping out all the steps customers experience across the different channels before, during and after the sale. Doing this will give you insights into the emotional highs and lows customers experience at each point in the journey. This will enable you to make improvements that improve the emotional experience at each touchpoint.

Don’t hide behind your business card or in your corner office. People that buy from you want to see you and watch you. Being authentic and consistent will allow them to decide if they are going to trust you faster. Turn the video camera ON and GO!!

A fundamental flaw of many journey maps is that they begin with the first touchpoints between the customer and the product. Keep in mind that a journey starts before that--with an "intention" and the path to uncover or encounter your product in the first place. This is an essential piece of understanding the journey and a tougher research challenge. It contextualizes the relevance and timing of your product in the world of the customer's life and mindset. Try ethnographic research to uncover those first critical steps.

To design customer touchpoints that evoke positive emotions: 1. Keep it simple and easy to understand. 2. Personalize the touchpoints for each customer. 3. Use visually appealing elements. 4. Incorporate emotional triggers. 5. Surprise and delight customers. 6. Clearly communicate the value proposition. 7. Be authentic and sincere. 8. Prioritize speed and convenience. Remember to gather feedback and refine your approach based on customer insights.

Show some personality! It’s ok to have some fun with your customers. Business doesn’t always have to be so serious. Making someone smile or laugh will go a long way toward I’d them perceiving the experience as positive.

The most important I feel is Active listening , understand the customer needs and always giving quality and satisfied service because one customer brings 100 customers like if you satisfy one he will be saying his friends and families neighbours like this we cross sale too and promote the brand we work.

Create a narrative that unfolds seamlessly at each stage of the customer journey, engaging customers emotionally. Understand the cultural nuances of your target audience and adapt your brand personality, tone, and message to resonate authentically within those contexts.

Here are two additional tips to consider: ? Keep your messaging simple and straightforward. Avoid using overly complex language or industry jargon that may confuse or alienate your customers. Use language that is easy to understand and relatable to your target audience. ? Continuously monitor and evaluate your touchpoints to ensure that they align with your brand identity and values. As your business evolves and grows, you may need to adjust your messaging or touchpoints to stay relevant and maintain consistency across all channels. Regularly reviewing your touchpoints can help you identify areas for improvement and ensure that your brand remains aligned with your values.

With my experience, it is clear that customers are very concerned about how brands are well positioned to solve their pain points and give them the best value for the money or time spent. Customers are moving away from brands with no personality or emotions.

When selling a product or service, during that sales process there is always the pitch of getting something and that is usually tied to some type of emotion. Some of the ways to maintain that is touching the customer the day after the sale with an affirmation of the purchase connected to that emotion or reason the sale happened. Follow up by a pre delivery or pre install (when applicable) message to again maintain that level of excitement. Post delivery to ensure it is as expected and they are still emotionally tied in a positive manner, then another follow up 30 or 45 days later. Knowing that the customer maintained that emotional connection is key to understanding how and when to reach out to the customer to be a brand ambassador.

Use vivid language and descriptive imagery to paint a picture for your readers: When describing the emotional benefits of your product or service, try to use language that taps into your readers' senses and emotions. For example, instead of simply saying that your product can help customers save time, you could use imagery to describe how they can spend more time with their families or pursuing their passions. This will make your message more memorable and impactful.

Instead of presenting abstract concepts, immerse customers in relatable scenarios that mirror their real-life situations. Use language that resonates with their emotions and aspirations, showcasing how your product or service becomes a meaningful enabler of their goals.

I like the sentence "heart seals the deal" Your brand values should be aligned with your customer's ones. How you act, communicate and treat your customers is nowadays more important than the product or service itself

In addition to emotion, focusing on experiences that affect one of the five senses will make them more memorable and shareable. This is why we still have great memories of certain smells in the kitchen as we were growing up.

Any experience that feels like it was designed specifically for a single customer feels more memorable. It is also more likely to be talked about with others. This starts with how we refer to customers internally. They are accounts, loyalty numbers, or logos. They are human beings, and they expect to be treated that way.

Use a customer journey map to visualize and analyze your customers' interactions with your brand. A customer journey map is a visual representation of the steps and touchpoints that a customer goes through when interacting with your brand. By mapping out the customer journey, you can identify gaps, overlaps, or inconsistencies in your touchpoints and address them. This can help you create a seamless and cohesive customer experience that builds trust and loyalty.

The first touch point is to keep close communication with the client’s understanding , anticipating their needs in advance, before their arrivals and during their stay to follow their feedback and first impression after the check in, meeting them , trying to offer courtesy amenities, cup of coffee this will remain in their mind, after the checkout is to have another courtesy call, email or WhatsApp messages, thanking them for their choice and it was great pleasure serving them, always shows willingness to be available for any future request or service.

Tailor your offerings to individual preferences, making each interaction unique. From tailored recommendations to personalized messages, customization creates a sense of exclusivity, leaving customers feeling valued and understood. ????? #Personalization #CustomExperience #CXStrategy

- Leverage customer data to personalize interactions. Use purchase history, preferences, and behavior to tailor communication and offerings. - Implement a robust Customer Data Platform (CDP) to centralize customer data. Utilize automation tools to personalize emails, promotions, and website content. - Seek explicit customer consent for personalized communication.

This is all very cool but the reality is that most companies cannot even deliver well the very basics of their product and services. Focus on being helpful and useful extremely well and then scale up on delivering wow moments, whatever those are..

If you want to surprise and delight your customers, you have to begin with discipline. See, if you don't under-promise at the beginning you can't over-deliver during your service. So, plan customer touches and make sure you don't tell them about it when you're selling. It's won't be a surprise to you, but it will be to them.

To create amazing experiences, you must fully understand your customer. Once you've reached that level of understanding, achieving the "wow" moment becomes effortless, and you'll avoid mistakes. So, my first priority would be to really get to know the client. If you're having trouble delivering those "wow" moments, it's likely because you haven't built a strong foundation by providing basic value or haven't truly grasped their needs.

Surprise and delight are the most aspirational and exciting parts of human-centered design of experiences. However, CX leaders must first ensure that the product/service works as expected, fills a common need (or desire) for a sufficient group of people to constitute a sizable market, and has the intended durability/sustainability. Only then will surprise and delight, be recognized as value by the customer. Moments of surprise and delight that lure the customer into a product that doesn't essentially "work" for them will erode brand trust by not meeting basic needs.

This is so important step. This is why your customers would talk about your product while having dinner with friends and family. It is a series of simple intentional actions. It starts with your 404 page, cookies at the front desk and consistently spread around your product, you are on the right track.

Understanding the customer journey and identifying key touchpoints is just the beginning. The real challenge lies in operationalizing these insights and integrating customer-centric practices into business operations. Effective customer journey management demands a clear understanding of the experiences you are delivering, backed by data to eliminate subjectivity. Without a real, factual understanding of the current customer experience, designing and operationalizing initiatives is guesswork... Data removes ambiguity, providing the foundation necessary to enhance customer interactions and drive meaningful initiatives.

Communicate, collect, analyze, take action, communicate. This is the proper feedback loop. Miss one step and you break the cycle. First, communicate on why you need feedback and what you'll do with it. Then, collect feedback. Analyze the feedback and decide what you can do about it. Take corrective actions. Without concrete actions, don't bother doing any of the above. Communicate on your actions. This is the most commonly forgotten point but also the most crucial one to close the loop. People have given you time and feedback, the very least you can do is tell them what you have done with it.

Multiple ways to do this but here are some. 1. Identify how your customer base interacts with your product (consistency, feature usage, etc.) and create touchpoints around those statistics. 2. Learn your customer and their goals. Create a consistency running in parallel with their operational cadences. 3. Create a voice of the customer program that feeds consistent vocality from your customers about your product, ideas for innovation, ideas for improvements, and customer service experience.

Interesting points on measure & improve. I do believe that directionally NPS / CSAT are great, but it is how to capture the interactions that matter most that do not go into the survey. Example, customer reaches out if there are pauses in answering questions that would be a dissatisfier, but that is not an NPS or CSAT question. General high level questions about CSAT are great, but knowing the specifics that are causing the score is what matters in driving the right behaviours / actions. So, survey's 100% for high level knowledge but knowing how to leverage a combination of human and technology is key on all interactions possible to provide the true business insights to make the experience a delight, that is where you measure and improve.

If you want to improve anything, you shoud measure that, right? This part is fundamental and should always be present in any journey. However, if we are talking about specific touchpoints, I would apply a pragmatic approach - use CSAT or CES on this touchpoint only while you are able to improve it. I mean, there is a point that from that onwards it would be too costly to make any significant improvement, so it only makes sense to mease up to here. Then find another touchpoint that has enough potential improvement space to focus on.

Practicing empathy goes a long way, use empathetic language in all communication channels. Show understanding and consideration for customer concerns, and express appreciation for their business. Feedback plays a very critical part of the journey so encourage customers to provide feedback on their experiences. Act on feedback to demonstrate a commitment to improvement and customer satisfaction. Gratitude holds key to repeat customers so regularly express gratitude for customer loyalty. Thank-you notes, exclusive offers, or loyalty programs can make customers feel appreciated.

For in person, over the phone conversation / interactions, I encourage role playing. This is a lost art in most contact centers / stores today. Practicing real life interactions to ensure you greet, listen, respond correctly is key. But doing this on the 80% that is normal business that people should know is the key, not on the 20% that everyone knows is different / unique that might take time. Get the 80% right, from how to greet, listen, empathize, build rapport and connect, including the first response back to the customer if it is a sale, service, support or other type of interaction, that first 15 to 45 seconds is the most important to set the right tone of the conversation.

Communicate Often we go a long way in designing / customising products and services . Sometimes customers don’t notice the small changes while they feel the bigger impact . Communicating what changes you have made in form of asking a question like - Sir/ Madam, keeping you in mind , we made the following changes this time . How did you like it ? This entices the customer to give feedback and also see the efforts you have made for them

Summarizing top codes: Personalization: Customers appreciate when a business understands their needs and preferences, which can trigger positive emotions like feeling valued and understood. Emotional Connection: Craft a brand story and values that resonate with your target audience. When customers feel emotionally connected to your brand, they are more likely to experience positive emotions, such as happiness, trust, and loyalty. Simplicity and Clarity: Keep your touchpoints simple and easy to navigate. Clarity in communication and design reduces customer frustration and promotes positive feelings of ease and convenience. Inclusivity: Promote diversity and inclusion in your brand's messaging and actions.

There must be alignment between the customer experience that we want to offer and the employee experience that we provide to our collaborators, as well as the tools and training to make this journey viable and consistent. This must be a trip/journey of two: Employee and Customer