WOW Your Customers at Every Touchpoint

In this Hijinks ‘How To’, we take a look at some key customer touchpoints and share our hot tips on how you can ‘dress to impress’ at each one. Let’s dive in! 

First, what in the blazing saddles is a touchpoint?

A touchpoint is simply ANY interaction that your brand could have with a customer - potential, current, or past. Some touchpoints are entirely within your control (e.g. your website), while others are outside your control to a certain degree (e.g. word of mouth). 

How to WOW at Every Touchpoint 

Let’s take a gander at some of the main touchpoints along your customer’s journey and how you can knock it out of the park at every stage of their brand experience! 

Word of Mouth 👄

Word of mouth (WOM) is typically THE most powerful (and affordable) marketing channel a business can harness. While you can’t control what your customers say in the wild about you, here are some ways you can indirectly WOW at this touchpoint:

• Get clear on your brand values and then make sure you walk the walk in every aspect of your business consistently and vigorously. 

• Embed your values in all staff training, then empower your staff to invoke your brand values in their day-to-day roles.

• Communicate your brand values regularly to everyone - your customers, your staff, your suppliers, your collaborators, etc. 

• Solicit customer feedback often (e.g. IG poll, email survey, comment cards). That way customers who have something negative to say can share it with you directly, instead of their 5,438 followers on Instagram. Take their feedback onboard. Oh, and the positive feedback you’ll most definitely receive - use it to figure out where your values are shining through - high fives all around! 

• Ask your loyal customers to provide testimonials/reviews for your business and share their words proudly.

• Give ‘thanks’ to loyal customers/clients in a brand-aligned way. Sometimes that might be a virtual high-five with a hilarious emoji, other times it might be a cupcake with sprinkles on top or a donation to a cause you both care about in their name. 

And what if you get under someone’s skin and land some bad word-of-mouth or PR?

Now is the time to double down on your brand values and respond accordingly. 

Is one of your brand values transparency? We hope so. Take that as a cue in how you respond. If you messed up, don’t just admit it, also explain how it happened and what you’ll do to fix it.

If fun is one of your values, think about how you can respond respectfully while bringing a little light to the situation. 

Bad PR is also a good time (not in the good = fun way, but in the good = smart way) to take an honest look at whether you’re walking the walk regarding your brand values. You might find you’re in the clear or you might find yourself saying ‘oh dear’. Respond accordingly! 

Paid Advertising 📣

Radio ads. Magazine inserts. Youtube commercials. Digital banners. Google Ads.

They all cost money to create and place, so you want the biggest bang for your buck. You want your ad to live on in your customer’s mind long after they’ve heard your radio jingle (we’re looking at your MacArthur’s Appliances 😘) or sat beside your expensive bus stop ad for five minutes (hello, Egg Farmers of Canada 👋). 

The key to WOWing your customers at this touchpoint is three-fold:

1. Ensure you have a strong brand strategy and identity before you start buying ads. Without these foundational elements to guide your ad development, you might as well throw your marketing dollars out the window (at least you’ll bring a bit of delight to passersby below).

2. Harness the expertise of a marketing agency (or your in-house marketing team) to help you build out brand-aligned ad campaigns.

3. Take time to consider where you want to buy your paid ads. You want to get in front of your target audience AND ensure your placement is brand-aligned. Running an eco-conscious clothing brand targetted at millenials? Leveraging the power of influencer marketing that aligns with your values is a much better investment than a glossy spread in Chatelaine. 

Website 💻

A website is, bar none, THE most important touchpoint for most businesses.

This is especially true if it’s also your main sales channel or you have a high-ticket service offering.

Even if you run a mechanic’s shop, restaurant, gym, or other brick-and-mortar business, it’s still uber-important. 

It’s a means of sharing key information, reinforcing your brand and providing call-to-actions so your customers book an appointment, make a reservation, sign up for a fitness class, etc.

Often, it’s also the first intentional interaction a potential customer has with your brand and your business. 

So, how do you WOW your website visitors? Here are a few of the countless ways to make your website do the heavy lifting for your business:

1. Always, always, always (without exception) design with user experience (UX) at the forefront. Everything should be easy-peasy for your visitors, with particular attention given to your call-to-actions (the things you want them to do - Sign Up, Book, Buy, Join, etc.). 

2. Make Them Laugh. Or Pull Their Heartstrings. Or Inspire Them. Whatever your brand personality - the Jester, the Lover, the Hero, etc. - your website is the perfect place to double down on it. Include funny memes where appropriate; use your brand colours to maximize effects; create a slideshow of before/after clients - you get the idea.

3. Be Consistent. We’ve seen it far too often. A brand creates a hilarious YouTube ad that directs to their online storefront. When the viewer clicks through, they land on a website that has a completely different vibe. It’s akin to a Tinder profile that promises a funny, down-to-earth person, and the reality of having a first date with a stapler.

Your brand can be funny, rebellious, empathetic or any other personality - a strong brand strategy will help you solidify this - but, whatever your brand persona, make sure it’s consistent across all of your touchpoints. 

Your website offers the perfect opportunity to infuse your brand persona in every element - design aesthetic, images, navigation buttons, copy (words), and so on. 

Paperwork 

Paperwork (and the digital equivalents) offers plenty of opportunities to wow your customers but is often overlooked. Besides ensuring all of your paperwork is on-brand (logo, fonts, colours, etc.), think about some novel ways to enhance these touchpoints such as:

• Adding a QR code to your proposal that directs your customer to an on-brand songlist

• Including a powerful quote that aligns with your brand on every receipt (rotate quotes regularly) 

• Ensuring your intake forms are written in your brand voice and include questions that reinforce the values/brand position that your ideal customers will appreciate

• Adding a fun ‘extra’ to your paperwork that aligns with your brand, such as a brainteaser, a joke, or a valuable insider’s tip

___________

Friends, we’ve only scratched the surface! Depending on your business, the opportunities for creating and amplifying your brand touchpoints abound. We’re talking about your physical storefront, your staff, social media, swag, vehicle decals, business cards, directories, and more!

We hope the tips we’ve shared provide you with inspiration that you can infuse into e-v-e-r-y-t-h-i-n-g!

The biggest takeaways, we want to leave you with:

1. A strong brand strategy and identity are the bedrock of your marketing efforts. Without a clear brand position, messaging and persona,  it’s going to be mega hard to wow your customers at any touchpoint. 

2. Saturating your brand values into every element of your business is the key to creating trust with your customers. Let them be your North Star.

3. Consistency is KEY - don’t be a Dr. Jekyll and Mr. Hyde (or Dr. Funny and Mr. Serious) across your different marketing channels. 

Hijinks Mixtape

Music is an essential part of our workplace culture.

This list is a mix of our faves and tunes from our Instagram feed.

Festive Freebie

Tap & save this festive holiday wallpaper to your device to use for the holidays!

💖 Big love,
Ashe, Lyns, Lewis, Tim, Sarah, Daniela

9 Creative Twists on the Classic Business Card

Let’s chat about something you probably carry around in your pocket or purse every day - the trusty business card. Guess what? That little card is more than just a way to swap contact info. It’s a tiny canvas just waiting for some creative magic 🪄. At Hijinks, we love finding fun, relationship-building ways to use these mini marvels. Let’s dive into some cool ideas that keep things professional while adding a dash of enjoyment!

1. Loyalty Cards That Feel Like a Friendly Handshake 🤝

Think of loyalty cards as a smile and a handshake in card form. They fit right in with your regular business cards but with a twist. Every stamp or punch is like a high-five 🙏 for coming back. Design these to reflect your brand’s personality and watch them help build those precious customer relationships.

2. Product Tags That Tell a Story

Every little detail matters, including product tags. Use these minis to tell the story of you, your product, or maybe add a fun fact or a joke. Adding a custom shaped sticker to hang tags is great way to stay front of mind longer and connect on a deeper level. Keep tags and stickers relevant and on brand by being creative with messaging that aligns with your values. For example, if you are a landscaping company selling saplings, maybe your sticker design says “Keep on rocking in the tree world”. Those who get it really get it, and are likely to feel more connected to you as a result and display their new sticker proudly.

3. Mini Art Prints to Brighten Someone’s Day

Are you into art or design? Turn those cards into mini art prints. It’s a great way to share a piece of your world. Hand them out, tuck them into orders, or just give them away for a smile. Spread joy like confetti! You can order small batches for different art pieces, shuffle them all together, and carry a variety pack on you at all times!

4. Event Invites That Spark Excitement

Got a special event, like maybe your grand opening? Why not create invites the size of a business card? It’s like sending out a little teaser, getting people excited and curious. Keep it simple but intriguing – a little mystery goes a long way!

5. Social Media Cards That Connect

In today’s digital world, why not have a card that’s all about connecting online? Swap out the usual details for your social handles or a QR code. Have a top tweet or post that’s garnished a lot of attention? Why not include it, along with a caption inviting to read more where that came from on Threads or Substack?

6. Handy Tips Cards to Share Your Know-How

This is a favorite of ours. Share your expertise or some handy tips on these cards. It’s like having a mini conversation about something you love. It’s a great way to share what you know and show you care. Similarly to the mini art prints, you could order small batches with a variety of #protips, shuffle them up, and see what new pops up each time you give one out.

7. Cards That Feel Like a Gift

Everyone loves saving, right? Pop a promo code or a special offer on one of these cards. It’s like giving a little gift to your customers, and who doesn’t love gifts?

8. Mini Portfolio Cards to Show Off Your Awesome Work

If you’re a freelancer or consultant, how about using these cards as mini portfolios? Pick your best work and let it do the talking. It’s a little brag about your skills that fits right in your pocket. If you want to get really immersive, you can integrate augmented reality into the experience! Artwork that comes alive will always be memorable.

9. Inspirational Quote Cards to Spread Positivity

Finally, we’re all about positive vibes here. So, why not create cards with inspirational quotes or affirmations? Hand them out and watch how a few words can make someone’s day a bit brighter. Perhaps a business coach could use simple sentiments like "I am capable and prepared for the challenges ahead" or "I am on the path to financial success and stability". Their client should be the focus and they should feel empowered every time they come across this card in their wallet… or junk drawer… (we don’t judge).

• • •

So, there you have it! Business cards don’t have to be all business. With a little creativity, they can be a tool for building relationships, spreading joy, and showcasing what makes your brand unique. We believe in enjoying our work and making every interaction count. Let’s turn these little pieces of paper into mini ambassadors of your brand’s spirit. Get creative and have some fun with it! 🌟✨

The Summit

On November 2nd the PEI Ecosystem Partners presented The Summit: for Island Innovators and Entrepreneurs. Lewis and Lyndsey represented the Hijinks team and attended the inaugural year!

“…the thing that really stood out to me was the brutal truths of entrepreneurship…”

Lyns and Lewis enjoying The Summit. Lewis enthusiastically eats a devilled egg. I am sure this was meant for my eyes only. — Ashe

“I loved my time at The Summit. The staff was organized, the locations were welcoming, and everyone in attendance was approachable and ready to spread knowledge and connections across the island and beyond.

But the thing that really stood out to me was the brutal truths of entrepreneurship from the people who have had success on their first attempt, tenth attempt and some that I sensed have never reached their end goals.

These truths were not sugarcoated. They were honest heartfelt admissions of previous setbacks and challenges from bankruptcy to board takeovers and even what can happen when your life outside of your business can change unexpectedly.

But if you have that burning passion for your business, nothing feels better than seeing it succeed. You may have to work two full-time jobs and live on a shoestring budget, say no to bad money, or fire your best friend. But once your business reaches that milestone of success nothing in business can exceed that feeling. This sentiment rang true from the first to the very last speaker at The Summit.”

— Lewis Read, Lead Designer at Hijinks

We were thrilled to be able to create the graphic groundwork for this conference. Since there are so many presenting partners, it was important not to represent one over the others in the overall design. We also wanted the event to be bright and energetic. We needed Islanders to slow their roll — stop their scroll? and take notice of this new event. It appears it worked! The event sold out and was the talk of the city.

We created a Brand Kit for the event and customized templates for speaker announcements (above), powerpoint presentations, sponsor acknowledgements, and posters. This allowed their on-staff part-time designer to run with the assets and create more branded collateral on the fly.

Congratulations on a great first year! 🥳

We can’t wait for next year!
— Ashe, Lewis, and Lyns

Big year for a little design biz!

One year after returning from maternity leave, I kind of expected to be just getting my footing again. Instead, I was expanding my team and realizing I’m just getting started.

That’s right, over twelve years into a full-time design career and I’m just starting.

Because I’m a life-long learner, I always feel like I’m just getting started, but there’s something extra obvious about it this year. As I wrap up my second year as a parent… I noticed that the scariest role I ever imagined for myself, wasn’t actually all that scary. I rather enjoyed it. It occurred to me that “maybe all the other things I’ve been afraid of doing aren’t that scary either!?”. So I became a Certified Registered Graphic Designer and launched a design agency. No biggie 😅

Just as I returned in September 2022, Lewis gracefully stepped back (not entirely, but damn close) and took a full-time position with a 3D Design firm based in Hong Kong (very cool). But during a business strategy session almost a year later, when asked who I would hire if I could hire them today, I said Lewis.

And so I did.

And here we are!

— Ashe Green RGD, Founder and Creative Director at Hijinks Design Agency Inc.