That’s where mapping your customer touch points comes into play. Whether it’s from a marketing perspective – to raise awareness and build consideration -, or from a customer support perspective – to increase retention – customer touch points are key to understanding your customers and how they perceive your brand.Īnd in order to improve your customer experience, you need to learn how they interact with your company. These interactions have a significant influence on the customer experience and brand perception.Īt the end of the day, all the customer touch points that you set up directly impact your overall customer experience. Brief Intro to Customer Touch Points What Are Customer Touch Points?įrom start to finish, any moment of contact with your customer is a touch point. But touch points can only become meaningful if you fully understand them.īesides mentioning the most important touch points from the CX, SaaS, and customer success perspectives, this article will focus on best practices to help you optimize them so you can reap all benefits sooner than later. The concept of customer touch points is more than just another buzzword. Still, unless the customer is the main focus at every touchpoint, you’re at risk for quickly going from hero to zero. Customer experience & satisfaction remains top of many businesses’ to-do lists.

Sleek bill