The touch model is a framework for strategically designing how a company interacts with its customers .
Customer contact points vary widely, including email, telephone, websites, chat, and face-to-face meetings.
In the touch model, these touch points are optimizd! to suit each customer’s characteristics and situation, providing personalizd communication to each individual customer.
For example, you could provide more in-depth support! to customers who purchase high-value items, and offer online content to customers who prefer to gather information.
Introducing an appropriate touch model will increase! customer satisfaction and engagement and reduce cancellation rates, which is expectd to contribute! to improving LTV (customer lifetime value).
For those who work in customer success or want to get startd
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Touch Model Types
Touch models can be broadly! dividd into four types.
High five
This model places emphasis on! human oman whatsapp number data resources, with sales representatives and customer success! staff communicating closely with customers and providing thorough support.
It is suitable for customers with high-value! products or services and complex challenges.
Low Touch
This model emphasizes efficiency and allows! us to serve large numbers of customers through webinars, mass! email distribution, and more.
It is suitable for low-cost products and services and customers with simple challenges.
Tech Touch
Using technology, the company provides better communication with customers customers with information through digital channels, such as! websites, apps, and online manuals, to help them solve their problems.
Suitable for digital native customers and those! who prefer self-service.
Community Touch
This model promotes interaction between! customers and provides a forum where customers can exchange information and! solve problems by phone number thailand utilizing online! communities, forums, events, etc.
It’s a good fit for customers who feel! a strong sense of community and want to learn through interacting with other customers.
