CHAPTER 7
THE PRE-TOUCHPOINT MOMENT
The pre-touch moment is the touchpoint that’s not really a touchpoint. In its most simple form, it is when customers haven’t yet engaged your product or service and are deciding if they want to give it a try. They’re in the research phase.
For example, people may drive down the street and look at your restaurant to see if they’re in for a great meal or ptomaine poisoning. Or they might search for you on their desktop or mobile device, bringing up Google, Yelp, and TripAdvisor ratings and reviews to find out your ...
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