How to leverage each major touchpoint for the retail sector

25 Oct


Written by

Marvellous Aham-adi




How to leverage each major touchpoint for the retail sector
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Touchpoints in the retail sector refer to the various points of contact or interactions between a customer and a brand throughout their journey. These touchpoints can occur at different stages, such as before, during, and after a purchase. They can take many forms, including physical interactions in-store, online interactions on websites or social media platforms, customer support interactions, and even word-of-mouth recommendations.

Each touchpoint presents an opportunity for a retailer to engage with their customers, build relationships, and leave a positive impression. By strategically leveraging these touchpoints, retailers can create memorable experiences that enhance customer satisfaction, increase brand loyalty, and ultimately drive sales.

Think of touchpoints as the stepping stones that guide customers along their buying journey. From the first encounter with your brand, be it through a captivating social media post or an enticing display in a store window, to the post-purchase follow-ups, such as personalized emails or loyalty programs, every touchpoint contributes to shaping the customer's perception of your brand.

By understanding and optimizing these touchpoints, retailers can create a seamless and consistent customer experience across all channels, leaving customers satisfied, engaged, and eager to return for more. 

So in this article, we will look at how to leverage each major touchpoint for the retail sector so you can effectively connect with your customers and build long-lasting relationships. 

Let’s get started.

Online Touchpoints

Online touchpoints encompass the interactions and opportunities for engagement that occur in the digital realm. These touchpoints are vital in today's retail landscape, considering the increasing prominence of e-commerce and online shopping.

Optimizing these online touchpoints can greatly enhance customer engagement and drive conversions. Here are some tips to help you along the way:

1. Create a visually appealing website: Invest in a visually appealing and user-friendly website design. Use high-quality images, visually appealing layouts, and a consistent brand identity to make a strong first impression. Ensure that the website is easy to navigate, with clear call-to-action buttons and intuitive menus.

Screenshot from 

Bite’s online shop is an example of a well-designed retail website. Not only do they have a beautifully designed homepage, they use high-quality product images that showcase their products and make them stand out. 

2. Implement intuitive search functionality: Make it easy for customers to find what they're looking for by implementing a robust and intuitive search feature on your website. Include filters and sorting options to allow customers to refine their search results based on criteria that are relevant to them.

3. Provide detailed product information: Give customers comprehensive and accurate product information, including descriptions, specifications, pricing, and availability. Also, use multiple high-quality images that show the product from different angles. The more information you provide, the better-equipped customers will be when making their purchase decision.

Here is an example of a product page from Weber Grills that effectively communicates the features and benefits customers will get when they purchase their grill. 

Screenshot from

4. Enable customer reviews and ratings: Integrate a customer review and rating system for your products. Positive reviews and ratings not only provide social proof but also influence purchasing decisions. Nine out of ten customers will look at reviews before making purchase decisions. 

Respond to customer reviews, whether positive or negative, promptly and professionally, demonstrating your commitment to customer satisfaction.

Screenshot from Etsy

6. Implement personalized recommendations: Utilize data about your customer's behavior and preferences to provide personalized product recommendations. Display related products, "Customers who bought this also bought" suggestions or personalized promotions. Personalized recommendations can increase customer engagement and encourage cross-selling.

Zeuss, an eCommerce brand that sells body, skin, and hair care products even takes it further by offering personalization from the moment a customer clicks on their website. Customers can either choose to see only male or female products. 

And when you hover over a section, you can then choose what kind of products you want to see. 

Screenshot from

Read: 10 examples of hyper-personalized marketing

7. Simplify the checkout process: Make the checkout process quick, easy, and secure. Minimize the number of steps required for completion and provide multiple payment options. Offer guest checkout to reduce barriers for new customers and allow them to make purchases without creating an account.

For example, Demalogica has an express checkout option for customers who don’t want to spend time filling out checkout forms. 

Screenshot from

Continuous monitoring and analysis of online touchpoints are crucial for optimization. Analyze website analytics, track user behavior, and collect customer feedback to identify areas for improvement and refine your online touchpoints over time. 

Mobile Touchpoints

Mobile touchpoints refer to the interactions and opportunities for engagement that take place through mobile devices, such as smartphones and tablets. With the widespread use of mobile technology, these touchpoints have become extremely important in the retail sector. 

Here are some tips to help you optimize mobile touchpoints:

1. Build a mobile-friendly website: Ensure your website is fully optimized for mobile devices. Use responsive design principles to adapt your website's layout, content, and navigation to different screen sizes. Make sure buttons, menus, and forms are easily tappable and legible on smaller screens.

To see if your website is mobile responsive, use Google’s Mobile-Friendly Test. 

Screenshot from Google

2. Provide multiple mobile payment options: Simplify the checkout process by offering various mobile payment options, such as mobile wallets (Apple Pay, Google Pay), payment apps (PayPal, Venmo), or other digital payment methods. Streamlining mobile payments improves convenience for customers and increases conversion rates.

3. Offer personalized mobile experiences: Leverage customer data to provide personalized mobile experiences. Use customer preferences, browsing history, and purchase behavior to offer tailored recommendations, personalized promotions, and exclusive mobile offers. Personalization enhances engagement and drives customer loyalty.

4. Use push notifications and SMS marketing: Utilize push notifications and SMS marketing to stay in touch with your audience. Send relevant and timely messages, such as flash sale notifications, abandoned cart reminders, or personalized offers. But be mindful not to overwhelm customers with excessive notifications.

Here is an example of a push notification from AliExpress on my phone.

5. Utilize mobile loyalty programs: Create mobile-friendly loyalty programs to reward and engage customers. Implement features such as mobile app-based rewards, gamification elements, and exclusive mobile-only perks. Also make it easy for customers to track their loyalty points, rewards, and redemption options on mobile devices.

H&M offer their customers access to exclusive discounts and rewards via their mobile app.

Source: H&M

6. Implement location-based marketing: Take advantage of location-based marketing to target customers based on their geographic location. Send location-specific offers, discounts, or promotions when customers are near your physical store. Use technologies like GPS, beacons, or NFC to deliver targeted touchpoints.

Social Media Touchpoints

Social media touchpoints refer to the interactions that occur on social media platforms between a brand and its audience. These touchpoints play a vital role in enabling businesses to connect, engage, and build relationships with their customers. 

Here are some tips to optimize social media touchpoints:

1. Know your audience: Understand who your target customers are and what social media platforms they frequent. Focus your efforts on those platforms to maximize engagement.

2. Consistency is key: Maintain a consistent brand voice and visual identity across all your social media touchpoints. This helps build trust and recognition with your audience.

3. Engage, engage, engage: Social media is all about interaction. In fact, 79% of customers expect a response to their social media posts within 24 hours.  So regularly respond to comments, messages, and mentions from your customers. Show them some love, answer their questions, and address any concerns. Doing this lets the customer know that you value their business. 

Nike is an example of a brand that regularly engages its customers on social media. They even have a dedicated handle on Twitter for responding to customer queries. 

And after the customer responded, they took it a step further by offering more options that the customer can try out. 

4. Content is king: Create compelling and valuable content that resonates with your target audience. This could include informative product videos, behind-the-scenes glimpses of your business, customer testimonials, or even creative challenges. Be creative in sharing content that gets people excited. 

In this example, Target tweeted a cute photo of a dog playing with toys to announce its new pet collection. 

You can also use your social media content to demonstrate your brand values and build authenticity. 

Why is this important?

According to a survey conducted by Markstein, an integrated communications agency, and Certus Insights, a public opinion firm, 70% of customers want to know what their favorite brands are doing to address social and environmental issues. 46% say that they even pay attention to a brand’s social responsibility effort before they make a purchase decision. 

The North Face on Twitter announced in a post that they have partnered with several breast cancer partners for over 15 years. This is a great example of how to demonstrate your organization’s social responsibility efforts in a social media post. 

5. Visual appeal matters: Use high-quality visuals such as eye-catching images, videos, and infographics to capture attention on social media. Remember, a picture is worth a thousand words, but a great picture with a witty caption can be worth even more!

Customer Service Touchpoints

Customer service touchpoints can occur at various points of interaction between a customer and a business throughout their journey. These touchpoints play a crucial role in shaping the customer experience. Here are some common customer service touchpoints to keep in mind:

1. In-person interactions: These occur when customers visit your physical store or office. It includes interactions with your front-line staff, such as sales associates or customer service representatives.

2. Phone support: When customers call your contact center for assistance, it's an opportunity to provide personalized help and address their concerns. This touchpoint requires attentive and empathetic communication skills.

3. Live chat: Customers may reach out to your business via live chat on your website or through messaging apps. It's a convenient and efficient way to provide real-time support and answer queries promptly.

4. Email correspondence: When customers send emails seeking assistance or information, it's important to respond promptly, be helpful and clear in your communication, and address all their concerns.

6. Help desk or ticketing systems: Providing a centralized system for customers to log and track their requests or issues allows for streamlined customer service. It ensures that responses are timely and resolutions are provided efficiently.

7. Self-service options: Offering self-service touchpoints like FAQ pages, knowledge bases, or chatbots can empower customers to find quick answers to their questions and solve simple issues independently.

Here are some tips to make the most of these interactions in a retail business setting:

  • Prioritize fast response times: Customers appreciate a prompt response when seeking assistance. Train your customer service team to be proactive, acknowledge inquiries swiftly, and provide timely resolutions.
  • Foster empathy and positivity: Train your customer service representatives to approach each interaction with empathy and a positive attitude. Show genuine care for your customer's concerns and make them feel heard and valued.
  • Personalize the experience: Whenever possible, tailor the interaction to the customer's specific needs. Use their name, reference previous conversations or purchases, and provide personalized recommendations or solutions. This personal touch can go a long way in building trust and loyalty.
  • Be proactive in communication: Don't wait for customers to reach out with problems or inquiries. Be proactive by sending personalized follow-ups, providing updates on orders, or sharing useful information. Anticipating their needs can wow customers and exceed their expectations.
  • Consistency across touchpoints: Ensure a consistent and seamless experience across all customer service touchpoints, whether it's in-person, over the phone, via email, or on social media. This consistency helps customers feel that they are dealing with one cohesive brand.

Customer service touchpoints are opportunities to create positive memories and foster long-term relationships. By prioritizing customer satisfaction, you can turn customers into loyal advocates for your retail business. 

In-Store Touchpoints

They are the various points of interaction between customers and your retail business within your physical store. 

Let's explore some common in-store touchpoints and tips to help you optimize them.

1. Store layout and design: The way your store is organized, the placement of products, and the overall ambiance contribute to the in-store experience. Some tips to help you optimize your store layout:

  • Design your store layout with a logical and easy-to-follow path for customers. Lead them from the entrance to different sections of the store in a way that encourages exploration and maximizes exposure to products.
  • Identify the areas of your store that receive the most foot traffic and strategically position your popular or high-margin products in those areas. This increases the chances of customers noticing and purchasing them.
  • Group related products together to create a seamless shopping experience. Consider arranging complementary items near each other to encourage cross-selling. 
  • Ensure there is enough space between aisles and displays to allow customers to move freely and comfortably. Avoid overcrowding to prevent a cramped and uninviting shopping experience.

2. Store entrance and signage: The entrance experience sets the tone for the customer's visit. Ensure clear and welcoming signage, highlighting promotions, store policies, and directional guidance. A well-designed entrance can draw customers in and make a positive first impression.

Source: Signs Now

3. Product displays and merchandising: Well-curated and visually appealing product displays can capture customers' attention and entice them to explore. Strategic placement, attractive signage, and interactive elements can elevate the experience and encourage purchases.

Check out this article to learn the best practices for product merchandising

4. Customer support and assistance: In-store staff members serve as touchpoints for customer support and assistance. Train them to offer helpful recommendations, answer questions, and provide personalized assistance. Well-informed and friendly staff can significantly impact customer satisfaction.

5. Point-of-sale interactions: The checkout process is a critical touchpoint. Ensure it is efficient, with well-trained staff who can process transactions accurately and handle any customer inquiries. Consider implementing contactless payment options for added convenience.

Final thoughts

Each touchpoint presents an invaluable opportunity to connect with your audience, leave a positive impression, and drive business growth. Embrace these touchpoints with creativity and a customer-centric mindset, and watch your retail business flourish. 

💡 Retail businesses also need a Digital Asset Management (DAM) system to efficiently manage their ever-growing volume of digital assets and deliver a cohesive and engaging customer experience. A DAM system will serve as a centralized repository to store and organize all digital assets, including product images, videos, logos, marketing materials, and more. This centralization ensures easy access, version control, and efficient asset management.

A DAM system will also allow for easy delivery of assets to various touchpoints, such as e-commerce platforms, social media, email marketing, and physical stores. It facilitates faster and smoother asset distribution across multiple channels, enhancing the customer experience.

DAM systems are an invaluable tool for retail businesses. Want to explore more about the benefits of a DAM system and how it can help you leverage each major touchpoint for the retail sector, book a free demo today.

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