Touch Points

(noun)

where customers can interact with retailers and suppliers via telephone, email, blog, customer service, sales representatives, text, telephone or other technologies.

Related Terms

Examples of Touch Points in the following topics:

  • Cross-Channel Customer Experience

    • A cross channel customer experience involves touch points where customers can access multiple channels within a business to make purchases and to access information and services.
    • The eyes and the ears of a company need to be open and every where a customer accesses a channel touch point.

  • Conclude with Action Plan

    • How touch point information, input from the customer, flows through the business is paramount to success

  • Packaging Strategies

    • In the battle of the brands, packaging can create a strong point of difference.
    • It creates an image of the brand that can be the on-shelf purchase trigger or at-home touch point for consumers across a range of products and categories.
    • This point in the process is also where emergent trends and future direction can be tapped into and leveraged for innovation.

  • Channel Integration

    • Instead of perceiving a variety of touch-points as part of the same brand, omni-channel retailers let consumers experience the brand, not a channel within a brand.
    • As socially connected consumers move from one channel to another, they expect their stopping point to be bookmarked, allowing them to return through a different channel to finish browsing or purchasing where they left off.

  • The Growing Importance of Word of Mouth

    • The starting point of the integrated marketing communications (IMC) process is the marketing mix that includes different types of marketing, advertising, and sales efforts.
    • This involves knowing the right touch points to use to reach consumers and understanding how and where they consume different types of media.

  • Product Life-Cycle Curve

    • The two charts and demonstrate the break-even point reached during the product life cycle as well as sales and profits in general.
    • The iPod touch is currently in the mature phase of the product life cycle.
    • This is because the iPod touch is just an evolution of a product that has been around for long time.
    • Today, the iPod touch is more than just a music player; it plays videos, runs apps and can be used as an organizer.

  • The Communication Process

    • Communication theory points to the fact that each communicator is composed of a series of subsystems.
    • It involves the reception of light, temperature, touch, sound, and odors via our immediate senses.

  • Customer Service as a Supplement to Products

    • Retail stores, for example, often have a desk or counter devoted to dealing with returns, exchanges and complaints, or will perform related functions at the point of sale ; the perceived success of such interactions are dependent on employees who can adjust themselves to the personality of the guest.
    • From the point of view of an overall sales process engineering effort, customer service plays an important role in an organization's ability to generate income and revenue.
    • Another example of automated customer service is touch-tone phone, which usually involves a main menu and the use of the keypad as options, for example "Press 1 for English, Press 2 for Spanish. "
    • Retail stores and organizations in general often have a desk or counter devoted to dealing with returns, exchanges and complaints, or will perform related functions at the point of sale.

  • Intangibility

    • A defining characteristic of a service is that it is intangible – it is not something physical that you can see, touch, or taste.
    • You can't feel, touch, or taste the service of teaching as shown in.
    • It is often used to describe services where there isn't a tangible product that the customer can purchase, that can be seen, tasted, or touched.

  • Ansoff Opportunity Matrix

    • While market penetration may come with the lowest risk, at some point the company will reach market saturation with the current product and will have to switch to a new strategy, such as market development or product development.
    • A product is a set of benefits offered for exchange and can be tangible (that is, something physical you can touch) or intangible (like a service, experience, or belief).
    • Ansoff pointed out that a diversification strategy stands apart from the other three strategies.