Customer Touchpoints

Definition of Customer Touchpoints

The points of interaction between a customer and a company.

Explanation of Customer Touchpoints

Customer touchpoints are the various interactions and contact points a customer has with a company throughout their journey. These touchpoints can occur across multiple channels, such as a website, social media, email, in-store visits, customer service calls, and more. Each touchpoint provides an opportunity to engage with the customer, build relationships, and influence their perceptions and decisions. Understanding and optimizing touchpoints is crucial for delivering a seamless and positive customer experience. By mapping and analyzing touchpoints, businesses can identify areas for improvement, ensure consistent messaging, and enhance customer satisfaction, ultimately driving loyalty and long-term success.

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.