A consumer touchpoint is a significant interaction that a customer shares with a business entity. It is the point at which the customer encounters the brand itself.
Touchpoints occur before, during and after a purchase has taken place. These build the customer’s opinion of your brand. The customer experience is a journey that consumers embark on when interacting with a business, and customer touchpoints are the destinations along the way that make the trip worthwhile.
In today’s technological climate, new touchpoints are surfacing that make it difficult for businesses to choose which are important. The real answer is – all of them! Here are some examples:
This is the first impression that the shopper has, and the first stretch of the customer journey. It is the contact the customer has with the brand before interacting with the business on a surface level. A business can acquire more customers through:
The next step involves the purchasing of the product/service, which is an essential path along the consumer journey. The customer experience is crucial at this point because it is the difference between a one-time purchase and a long-term investment. This is an opportunity for the business to dazzle its target audience with a good:
-Brand Evangelist (representative)