Meyer & SchwagerHBR, 2007
Any instance of direct or indirect contact between customer and company — from the product itself to word of mouth — each carrying experiential weight.
Chris RisdonAdaptive Path
A point of interaction addressing a customer need, in a specific context, across a specific channel — designable only when need, context and channel are understood together.
The EclipseFrontiers® LensEvery touchpoint votes on your reputation.