Kaitlyn_Chp1

Touch Points

Touch points are how consumers hear, experience, or encounter a business. The books lists four types of touch points: company created touch points, intrinsic touch points, unexpected touchpoints, and customer-initiated touch points. Company created touch points are things like ads or other materials that a company produces. Intrinsic touch points occur when a person is in the process of buying or using a company's product. Unexpected touch points happen when a person hears or learns about the company from somewhere other than the company itself, like gossip. Consumer initiated touch points occur when a person specifically contacts the company. Touch points are extremely important and are the main reason advertisements work.

This link shows the ways Apple uses touch points to benefit their image.

http://www.forbes.com/sites/michellegreenwald/2014/05/21/20-ways-apple-masters-customer-touchpoints-why-its-great-for-business/#3db3aed93b35