Question

When considering the customer’s experience, you should think about all the __________ or "moments of truth" that define the quality of a customer’s experience and the authenticity of a company’s brand promise.

Answer 1

The correct word for the blank space is: touchpoints.

Step-by-step explanation:

The touchpoints of a brand refer to the elements from which people obtain an impression from the brand. In such a case any tangible or intangible element that gets in touch with the clients in the form of packages, smellings, delivery time or customer service over the phone, just to mention a few, are used by consumers to judge brands and have an idea of what they can provide.

Touchpoints push companies to take care of their brand in detail reviewing their products meticulously.

Answer 2

The correct answer is touchpoints.

Step-by-step explanation:

When we talk about Touchpoints or contact points of a brand with customers, we refer to elements from which people make an impression of a brand.

In this way, any tangible or intangible element that comes into contact with customers and prospects in the form of packaging, business cards, commercial stationery, smells, offices, delivery times, website, telephone treatment, emails, employee uniforms, among many others, they are in fact points of contact that serve as a basis for individuals to make judgments in their approach to brands and what they can represent.

The importance of this issue is critical, especially if we consider that any point of contact, however small, may affect the way both customers and prospects see a brand, and positively or negatively influence the decision-making process people.