TermCraft conventionFoundational

Touchpoint

Any moment where someone deals with the company.

Definition

Any point of contact between a person and an organisation, across any channel.

Craft convention. True because the industry converged on it. Breaking it costs familiarity, not correctness.

In plain language

Any moment where someone deals with the company.

An order confirmation email, a delivery notification, a phone call to support and a returns label are four touchpoints in one journey.

Each link says what the connection is, so you can tell a principle from an alternative from a thing people mix this up with.

The full entry behind this definition.

Connected closely enough to change how you apply this.

Adjacent territory, found through shared tags rather than a stated link.