Sign up for
Get started

What are touchpoints?

Definition: Touchpoints are interactions between a customer and a company throughout their relationship. 

Touchpoints encompass all customer journey stages, from awareness and consideration to purchase, onboarding, usage, and post-purchase support. 

They can happen across different channels, such as websites, social media, email, phone calls, live chat, in-store experiences, and paid ads. 

Understanding and optimizing touchpoints is crucial for delivering a seamless, consistent, and positive customer experience.

Touchpoints examples

  • Social media posts: Users can interact with the brand's content on platforms like Facebook, Twitter, or Instagram, impacting their perception of the company and its products or services.
  • Website: A company's website serves as a touchpoint where customers can learn about offerings, read reviews, or make purchases.
  • Email marketing: Promotional emails, newsletters, or transactional emails are also touchpoints that influence a customer's engagement and experience with a brand.
  • In-store experience: Physical store visits, interactions with sales associates, or in-store promotions are also crucial touchpoints between a business and a customer.
  • Customer support: Interactions with support teams via phone, email, live chat, or social media can significantly impact customer satisfaction and loyalty.H2: FAQs
Wonder what your customers want?
Discover Mindmesh

Article FAQs

What is an example of a touchpoint?
Brochures, blog posts, knowledge bases, PR, social and TV ads, word of mouth, and interactions with sales representatives are all examples of customer touchpoints.
What are touchpoints in UX?
Touchpoints in UX refer to users' interactions with a product or digital interface, such as websites, apps, or software. These interactions, including navigation, buttons, forms, or content, affect user experience, satisfaction, and overall usability, making it crucial to optimize and design them for a seamless and intuitive experience.
What are B2B touchpoints?
B2B touchpoints are points of interaction between businesses in a business-to-business relationship. These touchpoints can include sales calls, trade shows, industry events, B2B websites, email communication, and targeted advertising. 
How can I identify the touchpoints in my customer journey?
You can identify them by mapping the customer journey and listing all interactions customers have with the brand across different channels and stages. 

Recommended Terms


Get started

Hundreds of tech workers have already
tried Mindmesh and use it daily

Get Started

A monthly newsletter delivered straight to your inbox