Touchpoint

A touchpoint is any instance where a customer interacts with a business or brand, whether through in-person visits, phone calls, websites, social media, or advertising. These interactions shape the customer’s experience and perception of the company. Effective management of touchpoints ensures positive engagement, builds trust, and encourages loyalty. Think of touchpoints as the moments that connect a customer with a brand—each one offers an opportunity to strengthen the relationship and leave a lasting impression.