Mastering the Touch Points: Your Brand's Experience

Every business, big or small, communicates with its audience through three key touch points. Think of these as the vessels that carry your brand's message; an opportunity to create a brand-driven experience. 

ONLINE

This is your digital presence. It includes your website, social media, email marketing, online ads, and any other way customers interact with your brand online.

Make a checklist of your online touch points and consider the following::

•  Website Usability: Is it easy to navigate, mobile-friendly, and informative?
•  Social Media Engagement: Are you responsive, consistent, and providing valuable content?
•  3rd Party Review: What are customers saying about you in reviews and comments?

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ON PRINT

This encompasses your tangible, printed materials. Think brochures, business cards, fliers, packaging, signage, direct mail, and even invoice.

Consider the following as you evaluate your on print touch point:

• Design & Quality: Is it visually appealing, professional, and consistent with your brand?
• Clarity & Information: Does it effectively communicate your message and key details?
• Brand Consistency: Does it align with your online and on-site look and feel?

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ON SITE

This is the in-person experience. It includes your physical location (store front or office), customer service interactions, events, and any direct, face-to-face contact.

On-site touch point can be powerful as other touch points like print and digital elements are likely in the mix:

• Atmosphere & Ambiance: Does it reflect your brand's personality and create a positive experience?
• Customer Service: Are your employees helpful, knowledgeable, and friendly?
• Overall Experience: Does it leave a lasting positive impression?

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