A Touchpoint is any time a potential or existing customer comes in contact with your brand—before, during, or after they purchase something from you.
Examples
- Seeing an ad
- Visiting a website
- Reading a blog post
- Talking to a salesperson
- Receiving an invoice
- Using the product
- Contacting support
The Challenge
Organizations often manage touchpoints in Silos (Marketing owns the ad, Sales owns the call, Support owns the ticket). This creates Handoff Friction and a fragmented experience.
The Value-First Approach
Every touchpoint is an opportunity to:
- Demonstrate Value: Give more than you take.
- Build Trust: Be consistent and helpful.
- Reduce Friction: Make the next step easy.
Consistency across touchpoints builds the Brand Promise.