What are customer touchpoints?
Posted: Thu Feb 20, 2025 4:48 am
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Customer touchpoints can change the way your audience perceives your product or service. Knowing what touchpoints are, how they work, and when a customer typically encounters them during their purchasing journey is key to improving your customer experience .
Customer journey touchpoints include all direct or indirect interactions customers have with your brand that shape their attitude toward it and ultimately their customer satisfaction . This could mean a visit to a brick-and-mortar store, a magazine mention, an advertisement, or a sample test. Digital transformation is amplifying the value of digital customer contacts, which relate to interactions in the digital space, including social media encounters, website visits, and virtual purchases throughout the customer journey.
Customer touchpoints can be under or outside of a brand’s control. For example, you can’t control the turkey phone number data reviews customers post online, but you can maintain the quality of the service or product you sell. Each touchpoint represents an opportunity for a brand to turn potential customers into loyal customers. Therefore, businesses need to know where and how these “touchpoints” can occur.
Based on where clients are on the customer journey map , we can divide them into three main types of contacts – those that take place before, during, and after a purchase.
Stages of the buying journey
Luckily, your brand can control most of these touchpoints. All you have to do is make sure you deliver them and delight your customers. Read on to learn how.
By registering, I accept the Terms and Conditions and Security Policy .
Trusted by the best
4.8/5
5/5
Customer touchpoints can change the way your audience perceives your product or service. Knowing what touchpoints are, how they work, and when a customer typically encounters them during their purchasing journey is key to improving your customer experience .
Customer journey touchpoints include all direct or indirect interactions customers have with your brand that shape their attitude toward it and ultimately their customer satisfaction . This could mean a visit to a brick-and-mortar store, a magazine mention, an advertisement, or a sample test. Digital transformation is amplifying the value of digital customer contacts, which relate to interactions in the digital space, including social media encounters, website visits, and virtual purchases throughout the customer journey.
Customer touchpoints can be under or outside of a brand’s control. For example, you can’t control the turkey phone number data reviews customers post online, but you can maintain the quality of the service or product you sell. Each touchpoint represents an opportunity for a brand to turn potential customers into loyal customers. Therefore, businesses need to know where and how these “touchpoints” can occur.
Based on where clients are on the customer journey map , we can divide them into three main types of contacts – those that take place before, during, and after a purchase.
Stages of the buying journey
Luckily, your brand can control most of these touchpoints. All you have to do is make sure you deliver them and delight your customers. Read on to learn how.