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Additionally, we've also added a section that's specific to customer service teams. We've segmented this list to cover touch points that occur before, during, and after a purchase.

Conversations With Company Representatives.

Let's take a look at some examples of customer touchpoints below. This makes it a lot easier to spot areas of your business that can be improved to increase customer delight. With this layout, we can look at an overall view of different touchpoints occurring within various stages of the customer journey. Yellow dots are moments when customers have to make decisions, which leads to either a green or red dot.

In the original document, the green dots represent interactions that are positive, and the red ones represent points of friction. While this is only a small section of a much larger document, it gives us a good idea of how useful touchpoints are to marketing and customer service teams. Here's an example of what a customer touchpoint looks like on HubSpot's customer journey map. This helps marketing and customer service teams identify touchpoints that cause friction so they can remove them and enhance the customer journey. They're put together in chronological order to demonstrate what a typical customer's experience is like with a business.

By outlining key touch points on a map, businesses can capitalize on timely opportunities to optimize their customer journey.Ĭustomer touch points are typically recorded on a customer journey map. These moments significantly influence customer experience as well as brand perception.

Touch points are interactions between businesses and customers that occur during the customer's journey.