These touchpoints are often human oriented, messages being communicated between customer service operator or staff and actual customers. This type of touchpoint is vital for communicating a brand's message and modus operandi, be it a family store that looks after customers on a personal level or a global company that can offer the best prices (Brand Customer Touch Points, 2007).
Key interactions with customers are frequently people-focused, involving the exchange of messages between customer service agents or staff and actual consumers. Such interactions are essential for effectively communicating a brand's message and operational approach, whether it's a small family business that offers personalized care or a large global organization that provides affordable prices (Brand Customer Touch Points, 2007).