Final answer:
Customer touch points are all direct or indirect interactions between the customer and the company. They include all aspects of the offering that directly affect consumer preferences. These touch points play a crucial role in shaping consumer behavior and preferences.
Step-by-step explanation:
Customer touch points are all direct or indirect interactions between the customer and the company. These interactions can occur through various channels such as in-store visits, customer service calls, online chat, social media interactions, or product reviews.
Customer touch points can also include all aspects of the offering that directly affect consumer preferences. This includes the physical aspects of the product or service, such as packaging or design, as well as intangible aspects like brand reputation or advertising.
Overall, customer touch points encompass all interactions that a customer has with a company throughout their buying journey, and they play a crucial role in shaping consumer behavior and preferences.