touchpoint
Customer interaction instance
A touchpoint is any moment of contact between a business and its customers—an ad, a website visit, a customer service call, a product unboxing.
Marketing and design professionals use the term to analyze these interactions: We mapped every touchpoint in the customer journey.
The word has spread beyond business to describe any point of connection or interaction: The app serves as a touchpoint between parents and teachers.
Buyer of goods
- interactionReciprocal action between parties
- engagementCommitment to wed or attend
- journeyTravel from place to place
- experiencePractical knowledge from life
feedback · communication · brand · service · support · conversion · retention · loyalty
Standalone public booth
- signagePosted public displays
- storefrontRetail facade facing street
- counterFlat service surface
- receptionAct of receiving guests
brochure · packaging · display · booth · showroom · terminal · handshake · greeting
Shared connection point
- clickBrief sharp noise
- tapValve controlling liquid flow
- swipeQuick sliding motion
- notificationFormal notice given
app · website · chatbot · email · popup · banner · login · checkout
Connecting central point
- junctionPoint where things meet
- intersectionPoint where paths meet
- nodeConnection point in networks
- linkPoint of connection
bridge · convergence · interface · hub · juncture · pivot · crossroads · confluence
customer
Buyer of goods
- interactionReciprocal action between parties
- engagementCommitment to wed or attend
- journeyTravel from place to place
experience · feedback · communication · brand · service · support · conversion · retention · loyalty · outreach
kiosk
Standalone public booth
- signagePosted public displays
- storefrontRetail facade facing street
- counterFlat service surface
reception · brochure · packaging · display · booth · showroom · terminal · handshake · greeting · queue
interface
Shared connection point
notification · app · website · chatbot · email · popup · banner · login · checkout · form
nexus
Connecting central point
- junctionPoint where things meet
- intersectionPoint where paths meet
- nodeConnection point in networks
link · bridge · convergence · interface · hub · juncture · pivot · crossroads · confluence
texture
Surface tactile quality
fingertip · feel · brush · tap · tangible · palpable · haptic · grip · smooth · rough
- workplacehours, cubicle, desk job, holiday party, desk
- office jargonsynergy, circle back, deep dive, action item, deliverable
- follow-upscallback, callbacks, check-in, check-ins, checkup
- Client Workaccount manager, consultation, meeting, follow-up, check-in
- corporate jargonsynergy, stakeholders, deep dive, circle back, leverage
- marketing buzzwordssynergy, leverage, pivot, disrupt, scalable
touchpointgap
Unfilled space between
blind spot · void · dead zone · communication gap · disconnection
touchpointbarrier
Obstruction preventing passage
obstacle · friction point · pain point · blockage · impediment