Brand at all the customer touch points

Brand touchpoint is an individual contact point between the customer and a company’s brand. Most companies have upwards of 100 different brand touchpoints. These are  interactions with the brand, ranging from in-person selling to email marketing messages.

It is important to review customer touch points to make sure the brand is consistent throughout different experiences. Review online communication like Google search ads, newsletters, emails, and social media posts. They can also be physical, like a direct mail postcards or business cards. Check in and train staff on reflecting the same image with in-person interaction, like a live event or providing customer service in storefronts.

Develop a customer journey map.  This is a visual representation of the customer journey and see the story of your customers’ experiences with your brand across all touchpoints.