These interaction points can occur at different stages of the purchasing process or customer experience and span both physical and digital channels.
Example: For a fashion retailer, touchpoints may include visiting a physical store, browsing their website, interacting on social media, receiving promotional emails, online customer service, and experience receiving and opening a package after making an online purchase. Each of these touchpoints contributes to the customer's overall perception of the brand. Effectively managing these touchpoints is crucial to providing a consistent and positive experience.