TouchPoints are defined as “any encounter where customers and business engage to exchange information, provide service, or handle transactions.” and they are another favorite term at our studio. We talk about creating an experience arc by identifying every touchpoint and examining them as a series of events – each building on and shaping the next. A perfect example of the “whole being greater than the sum of the parts.” TouchPoints can be a physical location such as Showroom or a process such as Registration. Any and all points of contact – or touchpoints – are an opportunity to communicate your message, and the cumulative series of touchpoints makes up the overall experience.
