Customer touch points

Customer touch points are places and situations where you as a retailer have an opportunity to interact and communicate with your customers. All customer touch point interactions build the collection of experience a customer has about your brand and your company. Well designed and planned touch points should deliver joy, help and a good experience to the consumer at the same time as it gives you a better knowledge of your consumers interests and behaviors. There are two types of touch points 1. Interactive Touch points 2. Non Interactive Touch points

Interactive touchpoints
Communication Touchpoints :

Website E-Mail Letter Brochure Ad Invoice Human Touchpoints : Sales professional Customer service rep Accountant Signage Drop off point Brand communication ways

Non Interactive touch points

Physical Touchpoints: Store Product Packaging Office Sensory Touchpoints : Music (in a store) Temperature (in the mall) Smell (popcorn at the movie)

Other Touchpoints: Lift Lobby Branding Space Security Area

Customer touch points in a chronological order 1. Street signage 2. Parking 3. Boom barrier 4. Security 5. Help desk 6. Customer representative 7. Store signage 8. Store 9. In store radio 10. Sales representative 11. Payment at POS 12. Customer service counter

Human Tou chpoints :

Customer service rep Accountant Signage Drop off point Brand communication ways Sales Proffesional

Store Product Physical Touc Packaging Office hpoints:

Sensory Touchpoints :

Music (in a store) Temperature (in the mall) Smell (popcorn at the movie)

Communication T ouchpoints :

Website E-Mail Letter Brochure Ad Invoice