Summary:

Touchpoints:

<aside> 💡 It represents a specific interaction between a customer and an organisation.

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It includes: the device being used, the channel used for the interaction, and the specific task being completed.

• A customer journey is made up by a series of touchpoints, with each one defines the details of the specific interaction.

Customer Journey

Customer touch point map

Examples of Touchpoints

<aside> 💡 Channel- is where an interaction takes place. It can be via email, media online or physically.

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Customer Expectations:

1. Appropriate
2. Relevant
3. Meaningful
4. Endearing

Types of Customers Touchpoints:

From researching touchpoints, customer journeys and channels it makes more sense to me the differentiation between each of these meanings. I’d like to experiment with various touchpoints for my banking brand.

Examples:

1. Advertising-

This includes adverts that a customer views or listens, such as on TV, radio, social media etc. You must make sure that the text is consistent and lines up with the brand’s message.

2. Website-