Description
A touchpoint is any interaction a stakeholder has with an organisation, service or brand. It may be something tangible like a mobile phone, or something more intangible like brand recognition. This activity involves collaboratively mapping:
- Every existing touchpoint
- The effort involved for the business, brand or service, to generate and support each one
- The future touchpoints that may exist
Value
- Quickly exposes the existing touchpoints and relative effort involved with generating and supporting each
- Enables us to begin research around the effectiveness of each touch point, in terms of impact, return on investment etc
- Enables the business to direct resources and effort towards the most effective and important touchpoints (effectiveness and importance are defined by the business and project goals)
