311: Which Retail Touchpoints Matter Most

Adam Toporek shares research and expert insights for discovering which retail touchpoints are most important to your customers. How to prioritize your retail touchpoints In retail, we’re told that every touchpoint matters. And although that may be true, it’s not very helpful when you need prioritize and make a difference your customers will applaud today. In that case, you need to discover which retail touchpoints matter the most. “We simply are always in triage." - Adam Toporek But that’s a tall order when you consider how all customers are different. What’s more, the most profitable of your customers may have different priorities than the majority. So, how do you look for touchpoints that bring you the most ROI? These decisions will never be easy to make, but you’ve got some help! Today, Adam has some surprising data to share about retail customers and which touchpoints they say matter most to them. As it turns out, they don’t care as much about some of the touchpoints you might rank high on the list! Some healthy food for your retail thoughts! “While every touchpoint matters, some touchpoints matter more than others.” -Adam Toporek However, Adam points out that what customers say they want may not speak for how they respond to improvements they didn’t ask for. So balancing these ingredients is tricky work! The right mix of improvements may lead to a measurable uptick in customer satisfaction, while the wrong mix could just blow up in your face. So step into Adam’s lab and discover the right concoction for your retail customers. (No safety glasses needed!) Related Content Synchronicity Financial's Retail Customer Experience report 360Connext® post, How to Create Your Punch List for Quick CX Wins Customers That Stick® post, 3 Examples of How to Easily WOW Customers Episode 305: Supporting Your Team in the Retail Apocalypse Episode 235: Customer Experience Touchpoint Tips We're on C-Suite Radio! Check it out for more great podcasts   Sponsor message Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers.   Learn more about your ad choices. Visit megaphone.fm/adchoices