Touchpoints are means of communication between the business and the consumer. They can flow either way: business → customer or customer → business.
A touchpoint is simply a way for either a business representative to contact their customers, or for the customers to reach the business. These generally appear in the form of pop ups on web pages, help chat boxes, or emails. It is equally important to for both sides to be able to make contact with each other, which is further explained here:
- Business → Customer: A business should constantly be having touchpoints with their customers. Touchpoints allow the customer to be further informed about the business’ product and keeps the company’s name on the top of their mind. Generally, these touchpoints will come in as periodic emails, or calls asking how the customer has been enjoying the product and seeing if they need anything else. These can make the customer feel cared for, and can greatly improve retention. Be careful though, overuse of touchpoints can lead to diminishing returns.
- Customer → Business: When a customer has a question or is having an issue with the product, the last thing you want is to make it hard for them to be able to contact you. This will lead to frustration and resentment of your product, greatly decreasing your chances of retaining the customer. Increasing your customer → business touchpoints via help chats, pop ups, or accessible contact information allows the business to feel like they are providing a more personal service to the customer. It also reassures the customer that should they ever have an issue with your product, help will be easy to come by.
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Try it for Free!How Tos about Touchpoint: Definition and Examples
Engage students in identifying customer touchpoints using real-world examples
Encourage students to brainstorm and list touchpoints they encounter in everyday life, like buying lunch or using a school website. Relating these examples to their experiences helps deepen understanding of the topic.
Facilitate a classroom discussion about the impact of positive and negative touchpoints
Lead a conversation about how positive and negative touchpoints affect their opinions of a brand or service. Ask students for stories to illustrate the importance of each interaction.
Guide students to map out the touchpoints in a typical customer journey
Have students create a simple diagram showing all the touchpoints from learning about a product to making a purchase. Visual mapping supports memory and comprehension.
Encourage students to design a new touchpoint to improve customer experience
Challenge students to invent a creative touchpoint that could make a customer’s journey better. Promote critical thinking by having them explain why their idea would work.
Assess student understanding through quick touchpoint role-play scenarios
Set up brief role-play activities where students act out different customer interactions. Active participation helps reinforce the concept of touchpoints in a fun way.
Frequently Asked Questions about Touchpoint: Definition and Examples
What is a touchpoint in business and education?
A touchpoint is any interaction or point of contact between an organization and an individual, such as a customer or student. In education, touchpoints include emails, classroom activities, feedback sessions, and more.
Why are touchpoints important for student engagement?
Touchpoints help build relationships, provide support, and foster engagement. They make students feel valued and connected to their learning environment.
Can you give examples of touchpoints in a school setting?
Examples of touchpoints in schools include parent-teacher conferences, classroom discussions, school newsletters, online portals, and extracurricular activities.
How can teachers improve touchpoints with students?
Teachers can improve touchpoints by providing timely feedback, creating open communication channels, personalizing interactions, and using technology for regular updates.
What is the difference between a touchpoint and a customer journey?
A touchpoint is a specific moment of interaction, while the customer journey describes the entire experience a person has with an organization, including all touchpoints.
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