First Touch
The initial interaction a customer has with a brand.
29 topics found for
“touchpoint design”
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.
Horn Effect
A cognitive bias where one negative trait of a person or thing influences the perception of other traits.
Holistic User Experience
An approach to design that considers the entire user journey and all touchpoints, ensuring a seamless and cohesive experience.
MoT
Moment of Truth (MoT) refers to any instance where a customer interacts with a brand, product, or service in a way that leaves a significant impression.
MVF
Minimum Viable Feature (MVF) is the smallest possible version of a feature that delivers value to users and allows for meaningful feedback collection.
Customer Journey
The complete set of experiences that customers go through when interacting with a company, from initial contact to post-purchase.
Last Touch
The final interaction a customer has with a brand before making a purchase.
CEM
Customer Experience Management (CEM) is the process of managing and improving the interactions and experiences customers have with a brand across all touchpoints.