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Touchpoints Monitoring

How to Manage a Diverse Range of Digital Touchpoints

Profit from Psyma’s experience in Digital Research to understand diverse audiences, allow for touchpoint-specific differences whilst ensuring common features (e.g. brand messaging; shared systems…)

Challenge
Solution
Benefits
Expertise
Contact

Concept (PDF)
Need advice?

Your Challenges

Actual audience = target audience?
Performance of each touchpoint?
Efficient use of limited resources?
Messages adapted to touchpoint?
Actual audience = target audience?
Which audience on which touchpoint?

Benefit from Psyma‘s expertise!

Touchpoints Monitoring

Challenge

A universe of digital touchpoints needs to be managed along the user journey

https://www.psyma.com/wp-content/uploads/2021/06/grafik_touchpoints_en.png

Touchpints Monitoring

Solution

Our solution: Touchpoints Monitoring

	Understand your audiences
	From demographics to visit / usage intent Role within customer journey Perception & satisfaction

	Tailored to your needs
	Research questions & touchpoints covered as needed Bespoke KPIs Benchmarks for Psyma KPIs available

	Qual Insights
	Provide an intuitive environment Create relevant messages & content Understand what increases conversion rather than being limited by standardized A/B testing

	Actionable results
	Gain specific recommendations with an impact Prioritize optimization measures Efficiently use limited resources

Touchpoints Monitoring

Solution

More than analytics of behavioral data

Analytics

Lots of data
Interaction with existing content
Depends on level & quality of tagging

Touchpoints Monitoring

Survey-based “voice of the customer”
Real users with real life expectations and requirements
User perception & impact of your communication activities

→ Find out if touchpoints serve the intended purposes for the intended audience.
→ Getting more insights whether and how your communication works

Touchpoints Monitoring

Solution

How does it work?

User Survey

Survey-based “voice of the customer”
Real users with real life expectations and requirements

→ High-quality feedback from actual users

Flexible Recruitment

All digital touchpoints can be covered!
Branded & unbranded Websites, Customer Portals, Apps, Social…..

→ Touchpoint-specific messaging

KPIs

Optimal mix of Psyma Standards & Bespoke
Watch your corporate / brand / operational targets being achieved

→ From user satisfaction to brand strategy

Insights

Report & Management Summary
Dashboard
Workshops & Consulting

→ Track, Trend & Improve

Touchpoints Monitoring

Solution

What our
clients say

The joint research activities with Psyma provide us with a real added value for our daily work – and in addition, for strategic considerations.

I would strongly recommend your company and services and personnel to any others and look forward continuing to include you in applicable and relevant pitches and working together in other potential future projects!

Psyma has been a reliable partner for many years. We have always been satisfied with the results of the project both for our homepage and for our social media touchpoints and their workup.

Our E-Business-Expertise

Automotive

Telecommunication & IT

Media / TV

Consumer Goods

Energy & Infrastructure

Industrial Goods

E-Commerce

Finance

Touchpoints Monitoring

Solution

Sample Use Cases

Large multi-industry company

14 different touchpoints
(Websites, facebook, Twitter, LinkedIn).

→ Learn about consistent messaging with a touchpoint-specific flavor

International company

10 different country websites

→ Understand & apply country-specific issues

Multi-brand-company

21 brand websites

→ Ensure brand-specific appearance while sharing a common platform

Insurance sector

1 website & 10 different apps

→ Understand needs & minimize number of offers

Touchpoints Monitoring

Solution

Overview of Deliverables

Touchpoint KPI Comparison Report

Performance Dimensions
Across Touchpoints
Over Time

Detailed Report per Touchpoint

Workshop / Web Conference

Touchpoints Monitoring

Solution

Touchpoint KPI Comparison Report (standard)

Cross-Touchpoint comparison
KPIs for
- Overall Satisfaction
- Visit Success
- Recommendation
- UX Criteria
- Main content
Key findings for each touchpoint

Touchpoints Monitoring

Solution

Detailed Report per Touchpoint (optional)

Thorough analyses of the results complementing standard output

Interpretation of results per touchpoint:

Comprehensive SWOT analysis
Screenshots illustrating users’ experience
Strategic recommendations
Verbatim comments

Touchpoints Monitoring

Solution

Workshop /Digital Conference (optional)

Discuss results with Psyma experts and benefit from our broad experience with digital excellence across industries & touchpoints

Touchpoints Monitoring

Benefits

Why take part?

	1st hand insights
	Your Digital Touchpoints from the perspective of your audience

	Actionable insights
	Research questions & touchpoints tailored to your needs Gain specific recommendations with an impact

	Understand your audiences
	Role within customer journey Perception & satisfaction Understand what increases conversion

	Compare
	Requirements & assessment within your Digital Touchpoints landscape Benchmarks for Psyma KPIs available

Profit from our expertise and range of capabilities

	Independent Partner External, neutral perspective allows for impartial, unbiased results
	Understanding User Feedback Experienced experts who understand the truths of behavior and look behind the scenes
	Targeted Recruitment Careful set-up per touchpoint to reach relevant target groups and achieve optimal results

	Psyma Benchmarking Unique insights into industry standards with Psyma’s proven benchmarking & individual surveys
	Digital Expertise Coverage of all touchpoints plus flexible usage of methodologies lead to clear perception of trends and innovations
	Industry Knowledge Market & brand expertise across all industries from an international quantitative & qualitative perspective

We love to share - selected cases

We conduct research for a large number of national and international companies in a wide range of industries. We are happy to share our know-how and experience with you. Here we present some selected cases from the field of e-business & digitalization.

Psyma Reputation Index 2023 – results of leading companies from DE, UK, FR & NL

Psyma Digital Impact Score - You and your audience - a perfect fit?

Measure your brand reputation & benchmark against the Psyma Reputation Index

Psyma Expertise: Pharma Accounts LinkedIn

Your contact

Dieter Gabsteiger

Managing Director

Telefon: +49 911 / 99574-980

E-Mail: dieter.gabsteiger@psyma.com

Your contact

Dieter Gabsteiger

Managing Director

Telefon: +49 911 / 99574-980

E-Mail: dieter.gabsteiger@psyma.com

Touchpoints Monitoring –
How to Manage a Diverse Range of Digital Touchpoints?

Konzept als PDF downloaden

Benefit from Psyma’s experience in digital market research to understand different audiences and address touchpoint-specific differences while ensuring commonalities.

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