Customer Touchpoint

Definition of Customer Touchpoint

Any interaction between a customer and a company throughout the customer journey.

Explanation of Customer Touchpoint

A customer touchpoint is any interaction between a customer and a business throughout the customer journey. These touchpoints can occur at various stages, from initial awareness and consideration to purchase and post-purchase support. Examples of customer touchpoints include website visits, social media interactions, customer service calls, in-store experiences, and email communications. Each touchpoint presents an opportunity for businesses to engage with customers, build relationships, and influence their perceptions. By mapping and optimizing customer touchpoints, companies can create seamless and positive experiences that enhance customer satisfaction and loyalty. Understanding and managing touchpoints is essential for delivering a consistent and cohesive brand experience.

This dictionary entry was written by

Per-Gulbrand Peter Braathen

With a foundation in doctoral-level research, Per-Gulbrand Peter Braathen is a seasoned expert in the areas of marketing, branding and communication. His proficiency extends to marketing management, branding and communication strategy. Braathen's experience is underscored by his rich background from various industries, including entertainment. A distinguished alumnus of the USC Marshall School of Business, Braathen boasts a Master of Science in Marketing, complemented by a Graduate Certificate in the Business of Entertainment from the USC School of Cinematic Arts as well as two undergraduate Bachelor degrees from the esteemed University of Southern California.