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    How Many Touch Points Does it take to get a customer in 2022?

    Strategic Advisor Board

    Every day, there are more than 3.4 billion touchpoints for every consumer in the world. Touchpoints are any form of digital, physical, or mental contact a consumer may have with a brand, from ads to direct marketing to the product packaging and beyond. So How Many Touch Points Does it take to get a customer in 2022? This number is more than double what it was just five years ago!


    Touchpoint One: Your Website and Mobile Responsive Design

    The first thing you need to do is have a website with a mobile-responsive design. If this seems daunting, don't worry! Several templates or "designs" can give you a great base to start from. Once you have the design, optimize it for search engines by using the most appropriate tags and keywords in the HTML tags and content.


    Touchpoint Two: Your Online Store

    Creating an online store is the best way to acquire information about products quickly. The goal should be to offer something customized for your brand, which will help you stand out from other retailers. And if you're going to sell online, you need a way for people to order. So don't just offer links for websites where people can buy.


    Touchpoint Three: Your social media

    Once you've got a website and an online store, it's time to get active on social media. You want to engage with customers on each one of your platforms. You can do this by using the appropriate hashtags in your Instagram or Facebook posts and sharing content that pertains to what people are asking about on Twitter. You can also use social media to encourage people to check out your online store and convert into paying customers. Then create a way for those potential customers to contact you with a live chat feature on your website.


    Touchpoint Four: Email

    Email is an effective medium for marketing out there, but most people aren't using it in the way they should. Instead of sending discounts or promotions through email, you should encourage customers to sign up for updates via email. And you need to make sure the customer feels like you're creating content just for them. It can be done through automated emails sent when a customer makes a purchase or hosts an email contest.


    Touchpoint Five: Loyalty Programs

    If you expect customers to come back to your store and purchase again, they need a reason to do so. A loyalty program can help with this. Creating a schedule will allow your customers to be rewarded for repeat purchases. It can be as simple as offering a $5 gift card for your customers when they use their loyalty card (9) or getting discounts on future purchases by doing things such as purchasing in bulk.


    Touchpoint Six: Digital Marketing

    You use social media, email, and loyalty programs to achieve customer retention. Still, you need to make sure that you recruit new customers and get them in the door with digital marketing. You need to have a website optimized for social media and make sure your blog is up and running so your customers can leave reviews of their experiences. You can then share your thoughts on social media, encouraging people to try out your brand. It can also create advertising campaigns and sponsored posts on popular websites.


    Touchpoint Seven: Customer Service

    When a customer gets into your brand, you have the opportunity to build customer loyalty and create a great relationship. And even if they don't purchase, they'll probably recommend your store to others because of how you treated them.

     

    It's essential to empower your employees with their resources to provide excellent customer service. It's also necessary for you to have a strategy so that all of your employees are on the same page and using the exact words when talking to customers.

     

    For example, if your company policy is that returns need to be made within 30 days, it's best not to allow an employee who doesn't know this policy to take a return. If you do, there's a good chance that the customer will talk negatively about your business, and that negative word-of-mouth is just as bad as if the customer purchased from a competitor.

     

    Not only is it essential to empower your employees to provide excellent customer service, but it's also essential for you to make sure they're doing so by checking in with them regularly.


    Touchpoint Eight: Invest in SEO

    The first way is to make sure your website is mobile-responsive. There's no point in paying to get a great SEO ranking if people can't view your page the way it was meant to be considered. The next thing you should do is optimize your site for search engines. It can be done by boosting keyword density, using the most relevant keywords and tags in the HTML tags of your pages and posts, and optimizing images used on the website.


    Touchpoint Nine: Constantly Study Best Practices of Top Companies

    To remain on top of trends is to continuously study what other businesses in your industry are doing. For example, you can look at the top companies in your industry and see what social media engagement they're getting, what kind of reviews they're getting online, and how quickly people are purchasing from their online stores. You can then use this information to optimally market your business so you don't fall behind the competition.


    Touchpoint Ten: Be Consistent with Your Brand

    One of the biggest mistakes companies make constantly changing their brand's image. When this happens, customers will likely become confused about what your brand stands for. But you can prevent this by being consistent with your brand's image and focus. Once you have a brand personality, stick with it and build around it.

     

    By creating these touchpoints and sticking to them over time, there's no limit to the amount of growth your business can experience.


    Today's Era

    As we enter an era where people conduct nearly 100% of their interactions with customers across channels—and more marketers embrace this reality—the number of touchpoints is only going up. If a touchpoint occurs, there is now potential for customer loyalty to be created. It should be good news to you as a marketer: You have the power to create loyal customers who buy more often and often recommend your brand to others.

     

    However, getting there is no easy feat. And in today's marketing climate, which is highly competitive and increasingly digital and data-driven, it can be even more challenging. In KISSmetrics' model, touchpoints make up four categories of touchpoints:


    Urgency

    The first level in the model is called "urgency," which refers to how quickly a consumer must act to get something from you. In the beginning, your customers are just not ready to buy from you yet—but somewhere down the line might be. It is a crucial point to be aware of.


    Suggestion

    This level is used to determine whether the consumer would like your brand. It can predict how much they may be willing to pay for a product or service and how loyal they will be. For example, people tend to buy products associated with certain activities like kids, sports teams, and technology products.


    Awareness

    It is the level of brand awareness about you. If a customer is aware of you, they may store your information.


    Relevance

    Once you understand how touchpoints work and how your brand needs to react to each of them as a marketer, you're ready to dig into what the future holds for taking advantage of these opportunities. Good thing we've done all the work for couture reference or tell their friends about your brand.


    What touchpoints the most important ones?

    So, once you understand how many touchpoints it takes to reach that relevance, the next logical step is to figure out what touchpoints will be the most important in the future. Here, we look at the main areas of marketing that our research identified and investigate the conversion rates of each:


    1. Direct and online marketing. It matters, including search engine optimization (SEO) and paid search (think Pay-Per-Click) to webpages and social media. We can see that direct and online marketing touches are the most important since they're the first step to getting a customer. It takes only nine touchpoints and four months of direct marketing for a customer to convert from awareness to relevance.
    2. Email marketing is second on our list whether you're targeting an industry or a specific audience (like the subject line).
    3. However, email touches only take 11 touches and three months to convert a customer. After that, though, it gets pretty interesting: Email marketing converts just as well as online marketing—but you have to wait four months.
    4. Online ads are another high performer. It takes six touches and two months for a customer to convert from awareness to relevance, so you'll want to quickly focus on getting your brand in front of customers.
    5. Social media marketing is another effective form of marketing, as it's a great way to build relationships with customers on a personal level. However, it would take 12 touchpoints and two months for the average customer to convert from awareness to relevance.
    6. The final form of marketing we'll look at is organic search engine optimization (SEO). And it takes just five touches and one month for customers to convert from awareness to relevance.


    How customer relationship management gets measured?

    If we look at the growth of CRM, we can see that from 2013 to 2022. It will grow from $22.3 billion to a $27.8 billion market. With so much of this market based around how many touchpoints are necessary to get customers to loyalty—and how effective it is—marketing professionals should be spending more money on CRM and marketing automation platforms in the future.

     

    The dollars spent on CRM—and marketing automation platforms specifically—increases every year.

     

    As marketers become more focused on how many touchpoints are necessary during this conversion process, we see that it will only increase even further as brands try new ways to get customers' attention and build loyalty through personalization and relationships.

     

    The best approach brands can adopt to increase customer retention and boost overall revenue is building a robust and deep relationship. Think of this like building a house—you need a solid foundation before making it on.

     

    When you drill down into the data slightly more, we see that an average customer engagement multiplier of 1.5 is practical: It takes five marketing touchpoints and one month for customers to convert to relevance at an ARPUL of $2 per MRU.

     

    So, you see, it's worth your time to spend the necessary money to get customers from awareness and relevance to loyalty because it will improve your overall lifetime value and bottom line.


    What about touchpoints for customers to reach loyalty?

    As you find about touchpoints and what it takes for customers to reach loyalty and become profitable for your company, you can start looking for ways to make them more likely to do this. A good approach here is by personalizing marketing campaigns and interactions with them. We can see this in practice.

     

    In our example, the revenue per MRU is $13,500, and it takes an average of two months to get customers to relevance. It is a customer engagement multiplier of 1.5, which is effective:

     

    The profit per MRU increases by 50 percent or more by creating a deep relationship with customers over time! It means that a customer who's worth $2 per month in revenue would go up to $3 if they were retained longer and spent more money with your company.


    It's worth your time.

    So, you see, it's worth your time to spend the necessary money to get customers from awareness and relevance to loyalty because it will improve your overall lifetime value and bottom line. For customers to reach loyalty and become profitable for your company, you can start looking for ways to make them more likely to do this. One of the best ways is by personalizing marketing campaigns and interactions with them.


    Do you feel like you are struggling with putting "strategy" and "business growth concepts" in place that make a difference? Doing it all is overwhelming! Let’s have a honest discussion about your business and see if the Power of 10 can help you. Click “HERE” to have a great conversation with our team today.


    Written and Published By The Strategic Advisor Board Team
    C. 2017-2021 Strategic Advisor Board / M&C All Rights Reserved

    www.strategicadvisorboard.com
     / info@strategicadvisorboard.com

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    By Jason Miller January 14, 2025
    In the complex realm of modern business, there exists a perpetual balancing act a delicate equilibrium between profit, ethics, and social responsibility. It is a realm where financial success meets moral compass, and where the pursuit of self-interest converges with the greater good of society. This article embarks on a journey to unravel this intricate interplay and explore how businesses navigate the sometimes-turbulent waters where profit motives, ethical considerations, and social responsibility converge. At its core, the balancing act we explore here is about harmonizing two seemingly contradictory forces: the relentless drive to maximize profits, often seen as the lifeblood of any enterprise, and the ethical and social responsibilities that guide businesses toward a more sustainable and compassionate path. It is about understanding that success in the modern business world is no longer solely defined by financial gains but also by the positive impact a company has on its stakeholders and the broader community. In a world where consumers, investors, and employees increasingly demand more than just profits from corporations, understanding and mastering this balancing act has never been more critical. So, join us on this enlightening journey as we dissect the intricate dance between profit, ethics, and social responsibility, and uncover the blueprint for creating a business world that thrives while making a meaningful difference. Profit vs. Ethics At the heart of the balancing act in business lies the tension between the pursuit of profit and the imperative of ethical considerations. This tension has been a hallmark of the business world for centuries, and it continues to shape the decisions and actions of organizations large and small. The Pursuit of Profit Profit is often viewed as the primary goal of business. It's the financial engine that drives growth, innovation, and sustainability. Businesses exist to generate revenue and provide returns to shareholders, and this drive for profit can sometimes lead to a singular focus on the bottom line. Ethical Dilemmas in Business Yet, the pursuit of profit is not without its ethical challenges. Businesses frequently face dilemmas that force them to consider the moral implications of their actions. These dilemmas may include issues such as: Labor Practices: Decisions related to fair wages, working conditions, and employee rights can test a company's commitment to ethics when they intersect with profit considerations. Environmental Impact: Balancing profit with environmental responsibility is a common challenge. Companies must decide how to manage their ecological footprint while remaining economically viable. Consumer Welfare: Ethical questions arise when it comes to product safety, marketing practices, and fair pricing. Companies must weigh these considerations against profit margins. Balancing Profit and Ethical Considerations The key to success in navigating the profit vs. ethics conundrum lies in finding a balance. Businesses that excel in this area recognize that profitability and ethics are not mutually exclusive. Instead, they understand that ethical behavior can lead to long-term profitability by fostering trust, enhancing reputation, and attracting socially conscious customers and investors. Social responsibility in business In today's interconnected world, businesses are increasingly expected to operate with a sense of social responsibility. This concept, often referred to as Corporate Social Responsibility (CSR), transcends the traditional profit motive and emphasizes a company's obligations to the broader society in which it operates. Understanding Corporate Social Responsibility (CSR) Corporate Social Responsibility (CSR) is a voluntary commitment by businesses to act ethically and contribute positively to society beyond their primary profit-making objectives. It encompasses a wide range of activities and initiatives aimed at addressing social, environmental, and ethical issues. Key aspects of CSR include: Environmental Stewardship : Implementing sustainable practices to reduce carbon footprints, conserve resources, and minimize environmental impact. Community Engagement : Engaging with local communities and supporting social initiatives, such as education, healthcare, and infrastructure development. Ethical Governance : Ensuring transparency, accountability, and ethical behavior within the organization, including fair treatment of employees and ethical supply chain practices. Philanthropy : Donating a portion of profits to charitable causes or organizations, either through financial contributions or in-kind support. Impactful CSR Initiatives Businesses engaging in CSR initiatives can create a positive impact in various ways: Enhanced Reputation : Demonstrating a commitment to social responsibility can enhance a company's reputation, fostering trust among consumers, investors, and stakeholders. Attracting Talent: Companies known for their social responsibility tend to attract top talent who are passionate about working for organizations aligned with their values. Competitive Advantage : CSR initiatives can be a source of competitive advantage, as socially conscious consumers increasingly prefer brands that align with their values. Risk Mitigation : Ethical behavior and responsible practices can help mitigate legal, regulatory, and reputational risks. Integrating Social Responsibility into Business Mod els Successful CSR initiatives are not mere add-ons; they are integrated into the core business strategy. Companies that excel in social responsibility go beyond one-off philanthropic gestures. They embed ethical and sustainable practices into their operations, products, and services. Challenges and Ethical Considerations As businesses strive to balance profit, ethics, and social responsibility, they encounter a spectrum of challenges and ethical dilemmas that demand thoughtful navigation. These challenges underscore the complexity of the balancing act and the need for conscious decision-making. Ethical Challenges in Pursuit of Profit Short-Term vs. Long-Term Gains : One of the fundamental ethical dilemmas is the trade-off between short-term financial gains and long-term sustainability. Businesses may be tempted to prioritize immediate profits, potentially at the expense of long-term environmental, social, or ethical consequences. Cost-Cutting vs. Fair Labor Practices: Striking a balance between cost-cutting measures and maintaining fair labor practices can be challenging. Ethical concerns arise when businesses seek to reduce labor costs through practices that compromise worker rights and well-being. Transparency and Accountability : Ensuring transparency in financial reporting, supply chain practices, and corporate governance is an ethical imperative. Businesses must grapple with the ethical dilemma of balancing the need for transparency with protecting proprietary information. Balancing Short-Term Gains with Long-Term Sustainability The tension between short-term gains and long-term sustainability is a recurring challenge. Ethical businesses recognize that prioritizing sustainability, even if it involves initial costs, can yield long-term benefits. However, the pressure to deliver immediate financial results can create ethical conflicts. Reputation Management and Ethical Crises Maintaining a strong ethical reputation is vital, but businesses can face ethical crises that tarnish their image. Ethical considerations must guide crisis management strategies to regain trust and credibility. Complexity of Supply Chains Global supply chains often involve multiple stakeholders and regions with varying ethical standards. Businesses must grapple with the challenge of ensuring ethical practices throughout their supply chains, addressing issues like child labor and environmental degradation. Ethical Decision-Making At the core of these challenges is the need for ethical decision-making. Businesses must establish clear ethical guidelines, codes of conduct, and decision frameworks to navigate complex situations where profit and social responsibility intersect. Striking the right balance between profit, ethics, and social responsibility requires vigilance, commitment, and a long-term perspective. It demands that businesses prioritize ethical considerations not as an afterthought but as a core element of their business strategies. The following sections will delve into successful case studies and emerging trends that showcase how businesses can overcome these challenges while upholding their ethical responsibilities. Future trends The landscape of business ethics and social responsibility is continually evolving, shaped by changing societal values, technological advancements, and global challenges. To stay ahead in this dynamic environment, businesses must anticipate and adapt to emerging trends. Here are some future trends that will influence the way companies balance profit, ethics, and social responsibility: Evolving Business Paradigms Purpose-Driven Business: The trend toward purpose-driven businesses is expected to intensify. Companies that prioritize a clear sense of purpose beyond profit will resonate more with socially conscious consumers and investors. Stakeholder Capitalism : Businesses will increasingly adopt a stakeholder-centric approach, recognizing that they have responsibilities not only to shareholders but also to employees, customers, communities, and the environment. The Role of Technology and Globalization Ethical Tech : The technology sector will face increased scrutiny regarding ethical considerations, data privacy, and the responsible use of artificial intelligence. Ethical tech practices will become a competitive advantage. Supply Chain Transparency : Advancements in blockchain technology will enhance supply chain transparency, enabling consumers to trace the origin and ethical practices associated with products. Emerging Trends in Social Responsibility Environmental Sustainability : Climate change mitigation and environmental sustainability will remain at the forefront of social responsibility. Companies will be expected to set ambitious sustainability goals and reduce their carbon footprint. Diversity, Equity, and Inclusion: Companies will continue to prioritize diversity, equity, and inclusion in the workplace, with a focus on closing gender and racial gaps in leadership positions. Social Impact Investment: Social impact investing, where investors seek both financial returns and positive social or environmental impacts, will gain momentum, influencing corporate decision-making. Ethical Supply Chains Circular Economy: The transition to a circular economy, where resources are reused and recycled, will become a standard practice for businesses seeking to reduce waste and environmental impact. Ethical Marketing and Transparency Authentic Branding : Authenticity in marketing will be crucial. Consumers will demand transparency and honesty in advertising and branding efforts. Sustainable Packaging: Ethical packaging choices, including recyclable and biodegradable materials, will become more prevalent as consumers prioritize environmentally friendly options. Regulatory Changes Tightening Regulations: Governments and regulatory bodies are expected to introduce more stringent regulations related to ethical business practices, requiring greater compliance and transparency. Employee Well-Being Work-Life Balance : Companies will prioritize employee well-being, offering flexible work arrangements and mental health support to address work-related stress and burnout. Adapting to these trends will be essential for businesses aiming to thrive in an increasingly conscious and interconnected world. By embracing these shifts and integrating ethics and social responsibility into their core strategies, companies can not only navigate the evolving landscape successfully but also contribute to a more sustainable and responsible global business ecosystem. Conclusion In the intricate dance between profit, ethics, and social responsibility, businesses find themselves at a pivotal crossroads. The challenges are abundant, the dilemmas are complex, but the imperatives are clear. This exploration has illuminated the fact that the pursuit of profit does not have to come at the cost of ethics or social responsibility. In fact, businesses that strike a harmonious balance between these elements can thrive in a rapidly changing world where consumers, investors, and stakeholders demand more than mere financial returns. The future of business lies in embracing emerging trends that underscore the significance of ethical behavior, social impact, and sustainability. Purpose-driven businesses, stakeholder-centric models, and the responsible use of technology are set to redefine success. Ethical considerations, from diversity and inclusion to supply chain transparency and environmental sustainability, will shape corporate strategies and decisions. As the world becomes more interconnected and information flows more freely, authenticity, transparency, and accountability will be non-negotiable. Are you ready to navigate the complex interplay of profit, ethics, and social responsibility in your business? Contact Strategic Advisor Board today to align your business strategies with ethical practices and social responsibility, ensuring a sustainable and successful future in the modern business landscape. Let's make a meaningful impact together! This article was brought to you by: Jason Miller, AKA Jason "The Bull" Miller, Founder/CEO and Senior Global Managing Partner of the Strategic Advisor Board - What has your business done for YOU today? The Strategic Advisor Board is designed to help you get over, around or through so you can reach your next goal. That is what we were built for and we are really good. Just reach out and touch us here to setup a call and have a quick conversation with our team today. Written and Published By The Strategic Advisor Board Team C. 2017-2023 Strategic Advisor Board / M&C All Rights Reserved
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