Why is it important to know what touchpoints are?
Posted: Sat Jul 12, 2025 5:09 am
Given all the technological transformations, these interactions can be either online or in person; the combination of these is what we call customer experience.
This concept has its origins in marketing and is based on a methodology that brings people together through interaction, which is a crucial part of the customer journey.
It's important to emphasize that touchpoint is considered the pinnacle of customer service process optimization, as it continuously provides a better customer experience with your company's brand.
There are three types of touchpoints. The first is static, which, as the name email list suggests, refers to the physical materials that connect brands to consumers.
For example, it would be traditional media such as flyers, billboards, magazine advertisements, packaging, among other things, from an industrial air conditioning company , for example.
The second is interactive, which concerns all contacts that occur digitally, thus enabling interaction between customers and the brand, such as the website, social media, blog, customer service, etc.
And finally, we have the human aspect, which is a more direct contact with this customer and which brings together the sales representatives and attendants, who are responsible for interacting with the customer. In this case, the idea is that the interaction occurs individually.
Understanding touchpoints is important for any business , whether it's a custom security envelope store or a technology company. It's crucial to understand all touchpoints, whether digital or traditional.
This concept has its origins in marketing and is based on a methodology that brings people together through interaction, which is a crucial part of the customer journey.
It's important to emphasize that touchpoint is considered the pinnacle of customer service process optimization, as it continuously provides a better customer experience with your company's brand.
There are three types of touchpoints. The first is static, which, as the name email list suggests, refers to the physical materials that connect brands to consumers.
For example, it would be traditional media such as flyers, billboards, magazine advertisements, packaging, among other things, from an industrial air conditioning company , for example.
The second is interactive, which concerns all contacts that occur digitally, thus enabling interaction between customers and the brand, such as the website, social media, blog, customer service, etc.
And finally, we have the human aspect, which is a more direct contact with this customer and which brings together the sales representatives and attendants, who are responsible for interacting with the customer. In this case, the idea is that the interaction occurs individually.
Understanding touchpoints is important for any business , whether it's a custom security envelope store or a technology company. It's crucial to understand all touchpoints, whether digital or traditional.