touchpoints in customer journey

Touchpoints in a customer journey are the moments when a customer interacts with a brand or business, shaping their experience and perception. These can occur through various channels such as visiting a store, browsing a website, receiving an email, or talking to customer support. Each touchpoint influences the customer's understanding and feelings about the brand, contributing to their overall satisfaction and loyalty. Recognizing and optimizing these interactions helps businesses create a seamless, positive experience that encourages customers to return and recommend their products or services.