Search the World's Largest Database of Information Science & Technology Terms & Definitions
InfInfoScipedia LogoScipedia
A Free Service of IGI Global Publishing House
Below please find a list of definitions for the term that
you selected from multiple scholarly research resources.

What is Touchpoint

Chapter 6
Internet of Behaviors Implementation in Organizational Contexts
A touchpoint is any time a potential customer or customer meets your brand–before, during, or after they purchase something from a company.
Published in Chapter:
Digitalization and the Consumer Experience: The Case of the Health Sector in Portugal
Duarte Xara-Brasil (Instituto Politécnico de Setúbal, Portugal), Carla Viana (Instituto Politécnico de Setúbal, Portugal), and Maria Inês F. S. Cruz (Faculdade de Ciências, Universidade de Lisboa, Portugal)
Copyright: © 2023 |Pages: 16
DOI: 10.4018/978-1-6684-9039-6.ch006
Abstract
Digital transformation is a reality in practically all business industries and has influenced the development of new marketing practices and, consequently, consumer experiences, particularly in the health sector. The aim of this research is to analyze the potential benefits that digital transformation and digital marketing may have in the customer's experiences with health service providers. This study allowed the confirmation of many of the aspects researched in previous academic works and reinforced the importance of using more technological solutions for current users, as well as the need to improve, namely in terms of service personalization, with greater speed and response, and quality of the service provided in an integrated way by the different touchpoints. Furthermore, it reinforced some important objections of users, namely related to the presumed greater difficulty of personal interaction, especially in cases of dissatisfaction and complaint, or in groups of patients with less digital training.
Full Text Chapter Download: US $37.50 Add to Cart
More Results
Chapter 12
Customer Experience in the Restaurant Industry: Use of Smart Technologies
This is each of the moments of communication or interaction between customers and the company or its products.
Published in Chapter: Customer Experience in the Restaurant Industry: Use of Smart Technologies; From: Handbook of Research on Smart Technology Applications in the Tourism Industry
Full Text Chapter Download: US $37.50 Add to Cart
Chapter 10
Building Brands Digitally: How Brands Create the Luxury Experience Using O2O
Whenever a potential customer comes across a brand in the physical or online world, it is called a touchpoint.
Published in Chapter: Building Brands Digitally: How Brands Create the Luxury Experience Using O2O; From: Marketing and Advertising in the Online-to-Offline (O2O) World
Full Text Chapter Download: US $37.50 Add to Cart
Chapter 11
Customer Experience: The New Competitive Advantage for Companies That Want Their Customer at the Center of Their Business
A touchpoint is a way or channel that a customer can interact with a brand. Whether it is through face-to-face or through a digital form, be it a website, a mobile app, or any other form of communication.
Published in Chapter: Customer Experience: The New Competitive Advantage for Companies That Want Their Customer at the Center of Their Business; From: Handbook of Research on User Experience in Web 2.0 Technologies and Its Impact on Universities and Businesses
Full Text Chapter Download: US $37.50 Add to Cart
Chapter 83
Omni-Channel Retail Information Systems
Any product, service, transaction, venue or experience through which a customer receives a significant impression of your brand ( Westenberg, 2010 ).
Published in Chapter: Omni-Channel Retail Information Systems; From: Encyclopedia of Information Science and Technology, Third Edition
Full Text Chapter Download: US $37.50 Add to Cart
Chapter 4
Understanding Consumer Behavior in the Hyper-Connected Omnichannel Retailing
Full Text Chapter Download: US $37.50 Add to Cart
Chapter 11
Employment and Acceptance of Near Field Communication in Mobile Marketing
A touchpoint is any kind of marked object, which is embedded with an RFID tag to start smart applications.
Published in Chapter: Employment and Acceptance of Near Field Communication in Mobile Marketing; From: Handbook of Research on Mobile Marketing Management
Full Text Chapter Download: US $37.50 Add to Cart
Chapter 7
The Effect of Online and Offline Touchpoints on Customer Experience and Brand Performance: A Case of an Omnichannel Marketing Strategy in Egypt
is any point of interaction with a customer or potential customer at any stage of the customer journey, before, during, or after the purchase of a brand’s product or service.
Published in Chapter: The Effect of Online and Offline Touchpoints on Customer Experience and Brand Performance: A Case of an Omnichannel Marketing Strategy in Egypt; From: Marketing and Advertising in the Online-to-Offline (O2O) World
Full Text Chapter Download: US $37.50 Add to Cart
Chapter 7
Experiential Marketing: A Tool to Maximize the Contribution of Natural History Museums to the Bioeconomy
Any encounter where customers interact with a business or brand. They play a key role in shaping the customer experience.
Published in Chapter: Experiential Marketing: A Tool to Maximize the Contribution of Natural History Museums to the Bioeconomy; From: Handbook of Research on Bioeconomy and Economic Ecosystems
Full Text Chapter Download: US $37.50 Add to Cart
Chapter 5
Digital Transformation for Improving Customer Experience
A touchpoint is a point that is touched for a specific reason through any channel. Any time a prospective consumer or customer comes into contact with your brand–before, during, or after they buy anything from you–this is referred to as a touchpoint. Customer touchpoints are any time a company interacts with a customer, such as through an email, a call center, or the company website.
Published in Chapter: Digital Transformation for Improving Customer Experience; From: Handbook of Research on Interdisciplinary Reflections of Contemporary Experiential Marketing Practices
Full Text Chapter Download: US $37.50 Add to Cart
eContent Pro Discount Banner
InfoSci OnDemandECP Editorial ServicesAGOSR