What Are Touch Points?

Hay: The entire customer experience is really comprised of a series of episodes. One episode might be the exploration phase, where potential clients are talking to you about maybe engaging you on a project. And then within each of those episodes, if you sort of drill down a little deeper, that's where you've got touch points. Hay: Some people in the consulting business kind of gloss over certain touch points as being almost administrative and not part of the experience.