Customer touch pointsCustomer 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 points2. 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 signage2. Parking3. Boom barrier4. Security5. Help desk6. Customer representative7. Store signage8. Store9. In store radio10. Sales representative11. Payment at POS12. Customer service counter

Human Touchpoints :

Customer service repAccountantSignageDrop off pointBrand communication waysSales Proffesional

Physical Touchpoints:

StoreProductPackagingOffice

Sensory Touchpoints :

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

Communication Touchpoints :

WebsiteE-MailLetterBrochureAdInvoice