Optimise customer touchpoints for a great customer experience
Customer touchpoints are the points of ‘interaction’ and engagement with a brand, by its existing or potential customers
23 June 2020 - 08:00
Customer touchpoints are the points of “interaction” and engagement with a brand, by its existing or potential customers. Brand interactions vary from physical engagement in branches or offices to indirect interaction through websites, online platforms or apps. Touchpoints include any interaction that might alter the way a customer feels about a product, brand, business or service.
Reg Bath, group CEO of InsideData, says a key starting point for crafting a great customer experience is to understand the typical interactions individuals might have with a brand and where, how and when they may take place. ..
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