Final answer:
Touchpoints are the vital points that businesses have opportunities to "WOW" guests. They are the various interactions a guest has with a business and can include things like reservation, check-in, and checkout processes.
Step-by-step explanation:
The vital points that you come in contact with the guest and have opportunities to "WOW" them are known as touchpoints. These touchpoints are the various interactions that a guest has with a business or organization, such as phone calls, emails, website visits, and in-person encounters.
For example, in the hospitality industry, touchpoints can include the reservation process, the check-in process, the quality of service during the stay, and the checkout process. Each touchpoint is an opportunity for the business to make a positive impression and create a memorable experience for the guest.
By focusing on these touchpoints and ensuring they deliver exceptional service and exceed guest expectations, businesses can enhance the overall guest experience and build customer loyalty.