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Screen Shot 2022-09-06 at 1.30.16 PM
Customer touch points

Improving your customer’s experience

Your company’s reputation has to do with your customer’s experience with you, your company, and then your product/service (in that order).  When taking into consideration the customer experience with your company, think of your customer touch points.  These are your brand’s points of customer contact, from start to finish. The beginning of your company’s journey with you may be finding your business online or on a paid ad, see ratings and reviews, visiting your website and then shopping at your retail store or contacting your customer service.  It is important to know all the touch points to improve the customer experience.

Figure out the touch points to improve:

  1. Identify what problem the customer is trying to solve by using your product/service. 
  2. Empathize with what the customer may be feeling or thinking in that moment
  3. Brainstorm potential ways to enhance the touch point 
  4. Define which key performance indicator would be influenced by any improvements so that you can determine if a difference was made by the change. 

Decide on the various touch points and work on improving one step at a time. 

1: The first impression 

How did they find you? Were they on a search engine, recommendation site, vendor booth, or networking event? If they were shopping on line, was your web site appealing and functional? If they were on a mobile device, was the font readable? How was the upload time? Was the person at the vendor booth or network event prepared, informative, professional, and friendly?

2: Communication

When the customer calls, emails, or fills out the contact area of your web site, do they get a response in a timely manner? Is the response accurate, friendly, and solves their problem?  When connecting with the customer, does the social media, future email campaigns, and phone calls meet the needs of the customer and memorable in a positive way. 

3: Time of the sale

Are the client needs met throughout the sale in a friendly manner.

Evaluate these touch points.  Then make meaningful and manageable improvements to your customer journey.

Monica Peña

Intuitive Marketing Coach and Strategist

Monica Peña is an enthusiastic entrepreneur with a proven method to help small businesses and professionals stand out in their local community through a combination of offline and online efforts.



Vicky Valdez
Vicky Valdez
Founder and Director of Business Development at LoneStar Foundation
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“Monica is a true strategic marketing professional...….she always recommends amazing tools and strategies that allow me to work more efficiently with the most impact."
Deborah Snelgrove
Deborah Snelgrove
Events & visitor experience creator and Leader for Universities
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“Monica worked with me on a smart action plan on how to make the most of my online networking opportunities and presence."
Margarita Foss
Margarita Foss
The Latina Emotional Coach
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“Monica is professional and knowledgeable. We worked on getting my marketing efforts organized with a realistic to do list using a project management tool and improving my presence on LinkedIn.

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