Touchpoint

A point of contact between a customer or employee and a business. It can also be any activity, interaction, or moment that shapes or reflects the customer journey with a brand or company. Touchpoints can take many forms. For example, a physical touchpoint might be a retail store, while a digital touchpoint might be an online chatbot, website, or app. Every company has multiple touchpoints, and each touchpoint presents an opportunity to make a positive or negative impression.