Share your Brand Experience
When, where and how were you touched? Every experience with a brand is made up a series of touchpoints. A touchpoint is every point that a customer or any member of the public 'touches' or connects with any part of the brand either pre, post or during the transaction. These touchpoints rely heavily on customer perspective and a successful brand will continually audit each touchpoint to ensure that that the brand consistently upholds it's promise.
Example: Touchpoints with a department store would include their advertising, media stories, car parking access, their location, temperature of the store, ease of finding products, customer service, cleanliness, checkout, product happiness, returns policy.
A great experience is made up of a series of exceptional touchpoints where you not only get what you were promised, but that it is delivered in a way that exceeds their promise - the same but better!
Please feel free to share your overall experience or an example on how a touchpoint was delivered using the form at the bottom of this page.
Matt Radford commented on 03-Aug-2010 10:02 AM
Tiger Air Ways - Booked and paid for tickets over 2 months ago with Tiger, ring them today to make sure every thing was ok for Friday and they had cancelled the flight over two weeks ago and didn't bother to contact us. TIGER YOU SUCK.
**Inferred reference to colourful slang removed - Matt is not likely to ever be an ambassador for that brand**