In hospitality, what is meant by 'customer touchpoint'?

The term 'customer touchpoint' refers to any interaction a customer has with a brand throughout their journey. This encompasses various instances where customers come into contact with a business, whether it be during the decision-making process, booking, visiting the establishment, or after their stay. Touchpoints can include websites, social media, customer service interactions, physical experiences at the hotel, and follow-up communications.

Understanding customer touchpoints is crucial in hospitality because it allows businesses to evaluate and enhance each aspect of the customer experience, ensuring it aligns with their brand values and meets customer expectations. By optimizing these interactions, hotels can foster stronger relationships with guests and increase satisfaction and loyalty.