Touchpoint Mapping

Touchpoints are any time spent by a customer interacting with a brand. This could be contacting a call centre, going to a branch or outlet, email correspondence or any promotional activity. Touchpoint maps identify a business’ touchpoints, what is important to the customer at that moment, where they are coming from and what they are hoping to achieve. They are particularly effective in any organisation that relies on interaction with customers in various methods, such as online, telephonically or face to face.