Touchpoint

Any moment where someone deals with the company.

TermCraft conventionFoundational

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.

On this plate

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.

TERM·018 · Region X · Grid C6

This entry and the entries it is stated to connect with. Each line is labelled with what the connection means.

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.