How many touchpoints is a customer journey?

Touchpoints are the points where customers get in touch with your business. It may be before, during, and after making a purchase. For example, before making a purchase the touchpoint can be social media or word of mouth. During the purchase, the touchpoint can be the website or catalog. While after the purchase the touchpoint can be a thank you card, or marketing email.

Customer touchpoints refer to the place where customer interaction occurs with your business. Identifying and mapping your customer's touchpoints helps build brand loyalty and increase customer experience.

Customer touchpoints usually fall under the three main phases of the customer lifecycle: awareness, evaluation, and post-purchase. Some customer touchpoints are very easy to track. For instance, whenever your sales representative interacts with your customer via sales call or other methods, all these interactions fall under customer touchpoints.

In Google Analytics, you can view your acquisition report to evaluate the channels your customers are coming from. It'll give you a broad perspective of your customer touchpoints. Additionally, you can use customer journey maps and customer experience maps to identify your customer touchpoints.