Customer Journey Touchpoints Examples

Once you understand and map every touchpoint in your customer journey and collect feedback from each, you will be able to spot ‘pain points’ along the way or areas that need improving. Customer touchpoints go beyond customer service and are different for every company. This provides key points on my journey and identifies influence and decision points, such as:

Which should also be considered to build a complete picture of various touchpoints, as this digital customer journey example demonstrates: This is a great example of a customer touchpoint. Use hotjar heatmaps and recordings to explore how your users interact with key touchpoints on your website and product—and get the insights you need to improve the.

Once you understand and map every touchpoint in your customer journey and collect feedback from each, you will be able to spot ‘pain points’ along the way or areas that need improving.

Website live chat chatbots social media events online advertisement customer reviews product demos phone calls product catalog email retail store newsletter feedback survey customer loyalty programs Let’s take a look at the 31 customer touch points. Customer touchpoints, as mentioned above, are the moments in which a customer will come into contact, or engage, with a brand. Customer touchpoints, as mentioned above, are the moments in which a customer will come into contact, or engage, with a brand.