A touchpoint pertains to any instance where a customer interacts with a business, whether it’s online or offline. This could include activities like browsing a website, communicating with customer service, or receiving promotional emails.For e-commerce businesses, comprehending touchpoints is crucial in enhancing customer engagement, augmenting revenue growth, and improving customer satisfaction. By delineating customer touchpoints, businesses can pinpoint areas that need improvement, develop more customized experiences, and amplify customer lifetime value.