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Touchpoints and Brand Strategy: How Do We Build Associations?

Touchpoints are all customer interactions with a brand. Use brand strategy to consistently deliver great customer interactions.
Touchpoints and Brand Strategy: How Do We Build Associations?

CMOs have the following challenges:

  1. Cash: Where to spend the marketing dollars?
  2. Consistency: How to make sure everyone is on the same page?
  3. Clutter: How to compete in a crowded market?

These are known as the 3Cs.

Yay! Daddy's coming home. (source: own meme created via imgflip)

Luckily there's a helper to fix the 3Cs.

It's called Brand Strategy.

Touchpoints: Customer Interactions with a Brand

A touchpoint is any interaction that a customer has with a brand.

For example, these are my touchpoints with Apple 👇

My various touchpoints with the Apple brand. Most good, some meh, one bad.

As a brand, it is important to understand that the customer can experience your service or product through all their senses and experiences.

Understand it and be deliberate how you design and plan for these touchpoints.

Brand Strategy: Direction, Directive, Development

Everyone has a plan until they get punched in the face. - Mike Tyson

Brand Strategy is frequently synonymous with a Marketing Plan.

Marketing Plans are boring and rarely get updated.

This is a problem if circumstances are constantly changing:

  • Customer Behavior
  • Competition
  • Economic Environment
  • Cultural Context
  • ...

Static documents in a dynamic world. Not good.

Good luck.

A good Brand Strategy does the following:

  • Direction: Identifies a long-term objective
  • Directive: Gives instruction on how to achieve long-term objective
  • Development: Updates based on new data

Bottomline: Build and Maintain Your Brand With Intent

Brand Strategy helps to consistently deliver great touchpoints and as a result, tackle the 3Cs:

  1. Cash: Know how to prioritize your efforts.
  2. Consistency: Deliver great customer experiences across all touchpoints.
  3. Clutter: Adapt and benefit from market dynamics.


This post is an excerpt from my online course Fundamentals of Brand Strategy where you learn how to build successful brands.

The self-paced online course contains 5 hours of video material and teaches you how to use the Brand Pyramid.

Brand Pyramid in Action: Use it to create, audit, and improve your brands.
Learn the Fundamentals of Brand Strategy 🧰

You can hit me up on twitter. DMs are open.

Further Reading

Short Excerpts from the Course

These posts are short snippets of the course curriculum 👇

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