First Touch
The initial interaction a customer has with a brand.
24 topics found for
“customer touchpoints”
Last Touch
The final interaction a customer has with a brand before making a purchase.
Channel
A medium through which a product or service is delivered to a customer, including physical and digital channels.
Brand Experience
The totality of all interactions a customer has with a brand, shaping their overall perception and relationship with the brand.
Omnichannel
A seamless and integrated customer experience across multiple channels, such as online, mobile, and in-store.
Service Design
The practice of planning and organizing people, infrastructure, communication, and material components of a service to improve its quality and the interaction between service providers and customers.
Service Blueprint
A detailed diagram that visualizes the processes, touchpoints, and interactions involved in delivering a service, helping to identify areas for improvement.
Journey Map
A visual representation of the user or customer journey, highlighting key interactions, emotions, and pain points.
Cohesive Experience
A user experience that feels consistent and unified across different elements and touchpoints.