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

  • Customer Value Model
  • B2B

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.
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