A touch-point is basically anytime you have contact with your customer. When customers inquire, that’s a touch point. When they call for service, that’s a touch point. When they receive an invoice, that’s a touch point.
Identify all your customer touch points and create a unique marketing message to add into that touch point. If someone calls to cancel your service, offer them a new package or alternative service. Always have an offer at hand. Every touch point should have an offer of some type.
Try to identify new touch points you can add to the process. Offer some new reason to visit the website or call the office. Create one or two more touch points and see if you can increase your upsell ratios.