Touchpoint, interaction, engagement
- Touchpoint → exposure. That moment a customer comes in contact with a company's brand, product, employees or message. When a customer walks into a store and gets exposed to products and brand messages, that's a touchpoint.
- Customer interaction → a two-way communication process between a customer and a company's brand/product.
- Customer engagement → commitment/agreement of a customer to act.
- Experience → perception. All the touchpoints, interaction, and engagement combines for the overall customer experience.
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