The Definition of a Customer Touch-point

This has to be one of the best definitions of the term “customer touchpoint or touch point” I’ve seen:

The marketer’s erogenous zone. An interaction between a business and a customer.

Executives who walk a mile in customers’ shoes before racing to “improve” relationships with big ideas tend to be more sensitive to crucial touch points.

Meant as “tongue in cheek”, but a very accurate description for an overused and often misunderstood term.

Brian Ling (Design Sojourn)

Brian is a multidisciplinary Design Leader with more than 18 years of experience leading strategic design programs that drives successful Brands and Fortune 500 businesses such as GE, Philips, Nakamichi, Flextronics, Ericsson, Hannspree, and HP. His passion is in helping organisations leverage on Design Driven Innovation to make people’s lives better.

  • Miki Librus

    .  3 years ago

    Nice quote indeed.

    In my opinion the problem is that as you (as business owner) reach more clients , the relationship won’t stay as intimate as it was when you had only one or two clients.

    Any big company I know , like: Cables companies or cellphones companies , are working on inventions , etc. while they should focus more on clients.

    Reply
  • JIKO

    .  3 years ago

    Great Quote!! I’d like to share it..

    Reply

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