Booking.com

Reimagine Customer User Experience and Revisit Touchpoints to Support Your Online Digital Marketing | Shirley Chio

The best way to sell your services or products is to reimagine your customers user experience and revisit touchpoints so you are able to create a flawless journey, something that your customers will enjoy. Do you know that the key to repeat purchases is actually an optimized customer journey? Customer touchpoints are direct but very important interactions between the customer and the brand that usually occur during the buying process and as a result, highly impacts brand perception. Mapping and outlining these key pain points helps capitalize timely opportunities to show what a typical customer experience is like with the brand. Just make it pleasant, comfortable, convenient, and fun. As an online marketing sales person managing inquiries and information requests, I realized that it is not enough to just give them detailed information but every interaction should include warm and friendly chats or conversations especially if you are trying to get them to agree to sign a contract for a pay per performance marketing package of their car rental service. Although the role may mean one thing and that’s being ready with the much needed information that may help any potential customer understand your brand and in the process gain brand trust, you need to be attitude defense ready. Patience is a virtue. However, tact and respect are such a brilliant offer to any culture that may add value to brand perception.

Without the knowledge and tools in place, it would be difficult to get even a 15 minute appointment for discussing anything. Customer touchpoints are part of a customer journey map. You need to know how to capture their attention as well as heighten their interest. Indeed, you have to identify the pain points that cause friction. Remove or change it. The goal is always to enhance the journey. Just to give you an idea, touchpoints can be social media, digital marketing content, peer referral, online advertisement, conversations and chats with the brand, product catalogs, point of sale, upsell emails, customer support channels, customer onboarding, self-service resources, content and blogs. Improving customer satisfaction can be easily done unless you do not have your customer in mind at every touchpoint, there’s a big chance that you’d be just dropping the ball. Fortunately, most of these pain points are within your control.

What are the touchpoints in your customers buying journey that can help make better business decisions. Let us make it clear once again that a touchpoint is any time and any point a potential customer or a customer comes in contact with your brand before, during, or after they purchase something from the brand. Identifying the touchpoint and the person whom they interact behind it is the very first step toward creating the customer journey map. The main goal is always customer satisfaction which can be done by providing better customer experience defined as seamless, frictionless interaction. Improving your customer satisfaction rates at each touchpoint will improve resolutions rates. Start with online content that leads to your sales funnel. The content must sound very much relevant to where they came from and lead to a sales funnel that is also very relevant.

Relevance is the word and a relevant content that leads to a relevant sales funnel is key. If content is king, then you can start building the brand with relevant content using your social profiles. It does not have to be on every social media platform, just make sure you are on the social app that your customers use. Forming relationships and building brand awareness and trust can be difficult at times but I guess you have to confront and deal with individual expectations then. In this case, the key to start building brand awareness is most likely using the social media. In fact, the social media provides the perfect setting for both small and Fortune 500 companies to improve brand awareness, build brand equity, and connect their brand name with credibility, value, and solutions. With the social media, creating a road map for a low cost marketing strategy is very possible and practical!



Everything is possible through social media content marketing especially when building brand personality and awareness. Reaching customers without borders is doable even if Facebook or Linkedin would program its app to show feed and some features only in specific regions. Focus on what truly matters and be consistent with your branding. Build a stronger foundation and bring your personal brand to life through creative expressions. Remember that communities and relationships are sustained only through constant interactions and consistent posting of relevant messages tailored to the right audience.

Most brands were not successful in reaching out and miserably failed to get the attention of their target market simply because of the campaign’s inability to communicate the message clearly to its well scrutinized segmented target audience. Tell you what, this is really disappointing. Imagine dollars spent versus acquisition rate. When your target audience fail to see the value of the offer, your brand becomes irrelevant and remains unseen. Use some market research and identify what your potential consumers problems that they want solve. Decide what initial touchpoints are appropriate for your target segment, experiment on messages, and don’t stop until they get the satisfaction and experience owed to them.

The disconnect or misalignment in your efforts to showcase your brand value can definitely impact the way people see your brand. However, breaking free from that disconnect isn’t impossible. Know that your brand is defined by how and what your customers think and feel about your brand. That’s it. While it’s true that you can shape thinking to fit a chosen narrative, your social media posts should be essentially aligned with your message. As a brand, you are now more capable of influencing that thinking through the messages, images, and actions you disseminate in your social media network. Another important task for your virtual assistant in social media content marketing is to discover the brand’s growth drivers.



Determining what your growth drivers are is paramount to uncovering what motivates your customers to follow your newsletter, buy your products and listen to your voice. I must admit that the social media can be a huge tool that would help you uncover them. Having a clear understanding about what you do and what you offer means value so you may need to sit down and plan your approach taking into consideration the different touchpoints when revisiting your systems and processes. This type of consistent and accountable approach is how you should shape perceptions and communicate brand value. You can actually start to revisit your profile and reimagine your personal brand.


Real transformation begins when you repurpose your content and use innovative communications strategy to clearly articulate your message that would hopefully gets easily digested by your target audience. This means giving out specially concocted messages to a specific culture or creating culture specific messages. Watching videos of the Coca Colas advertising campaigns are a good way to start your learning process about communications. I know how much struggle it would be to get ahead with your industry but it is really very simple. Learn how to communicate your message and rebuild your personal brand first because accountability and success also goes to the persons working behind it. Of course, messages should use the lingo of the locals you are trying to communicate.

Take a look at your social media touchpoints. Create and use customer journey maps and customer experience maps. This means that you can map out how a single typical customer from the target market segment identifies a problem, researches an answer, learns about your business offer, engages with your content, finds your profile or website, and interacts to make a purchase or hire your services. Analyze your best performing touchpoints. Set priorities, address the gaps, fix the problem, and build the brand reputation. Make it a point that the customer experience with every touchpoints turn them into an advocate of the brand and make them your loyal ambassadors that will promote using word-of-mouth advertising.

Shirley Chio
Your Arm Extension | ShirleyChio.com
Social Media Content Marketing Lead Generation
Let me Help You Build your Brand Online!
(Work from Home Virtual Assistant Philippines)

Related Posts

Leave a Reply

Your email address will not be published.