Top Key + Strategic
Customer Journey Touchpoints You Have Been Missing
Through customer journey touchpoints, brands have the power to turn everyday interactions into lasting loyalty. Each moment your customer interacts with your brand, they’re forming an opinion, building trust, and evaluating value. It’s those routine, often overlooked moments—big and small—that determine whether you earn their loyalty or lose their interest.
In an increasingly digital world, customer expectations are evolving rapidly. The ability to meet (and anticipate) those expectations is what separates high-performing organizations from the rest.
It’s no longer enough to simply deliver a product or service. The brands that are winning today are delivering thoughtful, connected experiences—ones that not only solve problems, but also reinforce value at every step. Every interaction you have with your customer (even before they become one) is an opportunity to show that you understand their needs, value their time, and are committed to helping them succeed.
So, how do you create a journey that stands out and builds long-term relationships? It starts with intentionality—and often, with identifying what’s missing.
Before Becoming A Customer
Before someone becomes a customer, there are standard touchpoints most brands focus on: ads, landing pages, emails, social content, product demos, and onboarding. These moments are designed to attract attention, build interest, and convert.
But too often, brands stop there.
Once the deal is closed, the experience can feel like a handoff to support—or worse, a dead end. And that’s where things fall apart. Because the customer journey doesn’t end at conversion—it *starts* there.
If you want to stand out, it’s not about promising 24/7 support or listing off features. It’s about delivering a high-touch, relationship-driven experience that makes your customer feel seen, heard, and supported from day one.
Offering communities, proactive team stand-ups, and regular executive alignment sessions shows that your product or service isn’t just supported—it’s *actively championed* from all levels of your organization. These types of customer journey touchpoints create a foundation of trust, engagement, and long-term value that no flashy feature list can compete with.
Identify and Close the Gaps
Identifying the gaps in your customer journey (both before and after they become one) helps you prioritize which areas to focus on first for the biggest impact. Ask yourself:
- Where are people getting stuck?
- What moments matter most in their decision-making?
- How can we deliver value before they even ask for it and predict what they need?
Discover three meaningful and intentional customer touchpoints to consider adding to your journey—fostering deeper connections with your most important audience: your customers.
1. Recurring Stand-Ups: Proactive Listening
Your customers are balancing a million priorities—and their needs can shift quickly. That’s why setting up recurring, short-format “Stand-Up” meetings can transform your relationship from reactive to proactive.
Unlike traditional check-ins or QBRs, these Stand-Ups are informal, lightweight meetings designed to surface what’s top of mind right now. They’re not about long presentations or account updates—they’re about listening, problem-solving, and adapting in real time.
By offering a dedicated space for customers to voice what’s urgent (or evolving), you show them that you’re not just a vendor—they have a true partner in the room. These customer journey touchpoints become opportunities to address friction early, uncover new priorities, and course-correct before small issues become larger ones. Additionally, this informal space creates a more connected relationship between you and your customer where they can get to know an authentic side of the business without barriers in place.
How to make them work:
- Co-create the cadence. Weekly? Bi-weekly? Let the customer decide what works best for their team.
- Keep them short and structured. 15-20 minutes is usually ideal. Record them for training and review.
- Come with a purpose—but stay flexible. Have a light agenda, but let the customer guide the conversation. Consider an 80:20 rule where 80% is identified and the other 20% depends on where the conversation goes.
By adding stand-up meetings to your customer journey, you’ll not only improve project momentum and retention—you’ll also uncover strategic insights that can fuel upsells, expansion, and advocacy down the road.
2. Customer Community: Learn from Each Other
One of the most underutilized tools in the customer success toolkit? The power of peer connection.
Customers today want to feel part of something bigger than a transaction. They want a place to ask questions, share feedback, learn from others in similar roles, and celebrate wins. Building a customer community does just that. It creates a shared space for ongoing value exchange—without requiring constant one-to-one support.
Higher Logic reports companies with online communities experience a 15% year-over-year increase in customer retention rates. Additionally, companies with online communities enjoy a 5.4 times greater annual increase in customer satisfaction rates compared to those without.
From private Slack groups and LinkedIn communities to in-app forums or customer-only virtual events, communities allow your users to connect, collaborate, and grow. They help new users ramp up faster and give power users a platform to share best practices for success. Most importantly, they reinforce that your brand is committed to enabling long-term success—not just delivering short-term solutions.
What a great customer community looks like:
- It’s active: Questions are answered, ideas are shared, and discussions are encouraged.
- It’s moderated: Your Customer Success or Marketing team should lightly guide the conversation and bring in experts where needed.
- It’s valuable: Host exclusive events, AMAs, or product sneak peeks to keep things engaging. Don’t just create one for the sake of having it.
When done well, customer communities drive adoption, increase loyalty, and even spark organic advocacy and referrals. They also give your team a pulse on customer sentiment and feature requests—all in real-time.
Companies with online customer communities experience an average 15% year-over-year increase in customer retention rates.
3. Executive Alignment Sessions: Multi-Level Buy-In
While your Customer Success team handles the day-to-day, the most enduring partnerships are built when there’s alignment at the top. That’s where executive engagement comes in—deliberate, strategic touchpoints between your leadership team and your customer’s decision-makers that go beyond quarterly reviews or contract discussions.
These meetings create space to talk about the big picture while hearing directly from the leaders making it happen: What’s the customer’s long-term vision? What challenges are keeping their leadership up at night? Where do they see your partnership going in the next 6–12 months? By bringing executives into the conversation, you elevate the relationship from transactional to transformational. Additionally, if and when your internal champion leaves the organization, you’ll have a way to keep the conversation going with leadership.
⭐ Identify the right people
Identify which key personas make the most sense to attend these sessions and get a clear understanding of who is in charge of what.
⭐ Time them strategically
Schedule around key milestones, anniversaries, or before renewal cycles to show proactive partnership initiatives that reflect your organization’s mission.
⭐ Make it valuable for them
Come prepared with context, insights, + metrics tailored to their needs and account information. Don’t waste their time—earn it.
⭐ Keep the loop closed
Have a system in place to share takeaways with your Customer Success team so insights turn into action + upsells down the road.
Where DIGIDECK Comes In
Regardless of which touchpoints you consider incorporating into your customer journey, it’s important to make sure your team knows where and how to tackle them with purpose—ensuring each interaction is timely, relevant, and aligned with your customer’s goals.
DIGIDECK serves as a one-stop-shop for all customer journey touchpoints, powering impactful Stand-Up Meetings, Executive Alignment Sessions, and everything in between. For advanced connection to your customers, DIGIDECK LIVE offers a way to engage through video conferencing or in-app chat with your audience directly within the presentation as they view it live. This real-time connection and feedback gives brands a way to foster deeper relationships, address questions on the spot, and tailor the conversation based on live audience engagement—turning every sales presentation into a two-way, value-driven experience.
Closing the Gaps in Your Customer Journey
If there’s one constant in today’s business world, it’s change. Buyer expectations are shifting. Timelines are accelerating. Competition is fierce. Your customer journey needs to evolve accordingly—not just with more bells and whistles, but with smarter, more human touchpoints that meet your customers where they are.
That doesn’t mean re-architecting your entire onboarding or support model overnight. Sometimes, the most powerful improvements come from small, strategic changes. A 15-minute Stand-Up that builds trust. A community channel that sparks peer insight. A check-in for executives.
Each of these moments shows your customers that you’re listening, you care, and you’re committed to helping them win.
Because in the end, the companies that win aren’t just delivering value. They’re proving it—every step of the way.
If you’re looking for a better way to close the gaps in your presentations and sales pitches, contact our team at DIGIDECK to schedule a demo.
