Touchpoints

Touchpoints are any moments or interactions between a customer and a brand, product, or service throughout their experience journey. They can include visiting a website, calling customer support, seeing an advertisement, or even receiving a product in the mail. These interactions shape how customers perceive and feel about a brand. Effective management of touchpoints ensures consistent, positive experiences, building trust and loyalty. Think of touchpoints as the opportunities a company has to connect, communicate, and leave a lasting impression on its customers.