Customer touchpoints are your brand's points of customer contact, from start to finish. For example, customers may find your business online or in an ad, see ratings and reviews, visit your website, shop at your retail store, or contact your customer service.
By taking all your customer touchpoints into consideration you have the opportunity to listen to your customers and make necessary improvements that will keep them happy. The first thing you have to do is to figure out what your touchpoints are as every business model will vary.
Make a list of all your known customer touchpoints from initial contact through to on-going relations. Categorise them into pre purchase, during purchase and post purchase to help you differentiate between any touchpoints that may be similar.
Step into the shoes of your customers and go through the customer journey, evaluate where would be best to place each touchpoint. Strategize what works best for your brand and customers as an experience. Consider how each touchpoint interacts with, or benefits the others. The process of identifying touchpoints and creating a customer journey map is complex, but remember to keep the end result for your customers simple.