touchpoints

Vocabulary Word

Definition

'Touchpoints' are the interactions or encounters a customer has with a company, product or service. These are opportunities for businesses to make an impact on a customer's experience.

Examples in Different Contexts

In branding, 'touchpoints' are all the ways a brand interacts with its audience, like through logos, social media, or events. A creative director might note, 'Each of our brand touchpoints reflects our core values.'

Practice Scenarios

Marketing

Scenario:

Our online marketing efforts have been successful, but we might need to consider physical channels to enhance our reach.

Response:

That's a good point. Let's identify additional touchpoints where we could engage with our customer base offline.

Customer-Service

Scenario:

We received some feedback about clients facing issues with our helpdesk. How can we improve their experience?

Response:

I agree, we can improve our touchpoints to better serve our clients. Maybe a more efficient ticketing system?