Touchpoint

A touchpoint is any interaction or point of contact between a customer and a business or brand. These touchpoints can happen in various forms, like visiting a website, calling customer support, receiving an email, or even walking into a physical store. For example, when planning a vacation you might visit the company's website, chat with their customer service, and receive booking confirmation emails. Each of these interactions is a touchpoint where you engage with the travel company. Understanding touchpoints is vital for businesses because they help create and shape the overall customer experience. By managing and improving these interactions, companies aim to leave a positive impression on customers at every step of their journey, ultimately building stronger relationships and loyalty.