What is defined as a “customer touchpoint” in customer service?

The term "customer touchpoint" refers to any instance where a customer interacts with the company throughout their journey. This encompasses a wide variety of interactions, including but not limited to phone calls, emails, website visits, in-person conversations, social media interactions, and promotional advertisements.

By defining customer touchpoints broadly, companies can better understand the many ways in which customers engage with their brand, allowing for improved service and communication strategies that respond to customer needs effectively. This holistic view is vital for enhancing customer satisfaction and building lasting relationships.

Focusing solely on a narrow set of interactions, such as only the first point of contact or limiting it to specific forms of communication like emails, would not capture the full breadth of customer experiences and engagement opportunities that can arise throughout the customer lifecycle.