{"id":2705,"date":"2025-05-13T13:17:44","date_gmt":"2025-05-13T11:17:44","guid":{"rendered":"https:\/\/test.komma-forschung.de\/touchpoints-und-customer-experience\/"},"modified":"2026-03-23T13:42:04","modified_gmt":"2026-03-23T12:42:04","slug":"touchpoints-and-customer-experience","status":"publish","type":"page","link":"https:\/\/www.komma-forschung.de\/en\/touchpoints-and-customer-experience\/","title":{"rendered":"Touchpoints und Customer Experience"},"content":{"rendered":"<div id='layer_slider_1'  class='avia-layerslider main_color avia-shadow  avia-builder-el-0  el_before_av_layerslider  avia-builder-el-first  container_wrap fullsize'  style='height: 651px; max-width: 1280px; margin: 0 auto;'  ><\/div>\n<div id='layer_slider_2'  class='avia-layerslider main_color avia-shadow  avia-builder-el-1  el_after_av_layerslider  el_before_av_hr  slider-not-first container_wrap fullsize'  style='height: 1025px; max-width: 720px; margin: 0 auto;'  ><\/div><div id='after_layer_slider_2'  class='main_color av_default_container_wrap container_wrap fullsize'  ><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-2705'><div class='entry-content-wrapper clearfix'>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-mfawbopb-eff8538c9c91d4d7221c28771ac86870\">\n#top .hr.hr-invisible.av-mfawbopb-eff8538c9c91d4d7221c28771ac86870{\nheight:25px;\n}\n<\/style>\n<div  class='hr av-mfawbopb-eff8538c9c91d4d7221c28771ac86870 hr-invisible  avia-builder-el-2  el_after_av_layerslider  el_before_av_section  avia-builder-el-no-sibling '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n<\/div><\/div><\/div><!-- close content main div --><\/div><\/div><div id='av_section_1'  class='avia-section av-dlexz-4efd79007c9381f99d4b8032a5ae4886 main_color avia-section-default avia-no-border-styling  avia-builder-el-3  el_after_av_hr  el_before_av_section  avia-bg-style-scroll container_wrap fullsize'  ><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-2705'><div class='entry-content-wrapper clearfix'>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-bmsl1-919fd7fda3353e423f676c0f2e5c1a81\">\n#top .hr.hr-invisible.av-bmsl1-919fd7fda3353e423f676c0f2e5c1a81{\nheight:25px;\n}\n<\/style>\n<div  class='hr av-bmsl1-919fd7fda3353e423f676c0f2e5c1a81 hr-invisible  avia-builder-el-4  el_before_av_two_third  avia-builder-el-first '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n<div  class='flex_column av-9lm8v-2cb61312246dd3fe711f8ea06946b37b av_two_third  avia-builder-el-5  el_after_av_hr  avia-builder-el-last  first av-break-at-tablet flex_column_div av-animated-generic right-to-left  '     ><section  class='av_textblock_section av-mgf8cj93-aa53c4af72a5056cc2d9b4ba57779741 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><h1><span style=\"background-image: url('\/wp-content\/uploads\/2025\/10\/bg-line.svg'); background-size: 100%; background-repeat: no-repeat; background-position: bottom left;\">Touchpo<\/span>int management as a success factor<\/h1>\n<\/div><\/section><br \/>\n<section  class='av_textblock_section av-macn5icd-e4fd384bc5a9591facbf73c44e19eea1 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><p>Today, the customer experience (CX) is the decisive factor that sets a brand apart from the competition. Customers do not distinguish between online advertising, in-store visits, or customer service\u2014they experience a brand as a whole.<\/p>\n<p>Our market research provides you with answers to key questions:<\/p>\n<ul>\n<li><b>Presence:<\/b> How visible is your brand along the customer journey compared to the competition?<\/li>\n<li><b>Perception:<\/b> What image do the individual touchpoints (e.g., website, social media, POS) convey?<\/li>\n<li><b>Consistency:<\/b>\u00a0 Does your brand image appear unified, or are there inconsistencies in your communication?<\/li>\n<li><b>Efficiency:<\/b> Which channels truly drive the purchase decision?<\/li>\n<\/ul>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-92y99-9492ab79d08f591a8e2c0ab8bed2b89a\">\n#top .hr.hr-invisible.av-92y99-9492ab79d08f591a8e2c0ab8bed2b89a{\nheight:25px;\n}\n<\/style>\n<div  class='hr av-92y99-9492ab79d08f591a8e2c0ab8bed2b89a hr-invisible  avia-builder-el-8  el_after_av_textblock  avia-builder-el-last '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><\/p><\/div>\n\n<\/div><\/div><\/div><!-- close content main div --><\/div><\/div><div id='av_section_2'  class='avia-section av-ahulg1-032994c57c83a537be2c6fa6d0a2db67 main_color avia-section-default avia-no-border-styling  avia-builder-el-9  el_after_av_section  el_before_av_hr  avia-bg-style-scroll container_wrap fullsize'  ><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-2705'><div class='entry-content-wrapper clearfix'>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-8kblf5-8dee16f48c5cb7cb4576781562fe1998\">\n#top .hr.hr-invisible.av-8kblf5-8dee16f48c5cb7cb4576781562fe1998{\nheight:25px;\n}\n<\/style>\n<div  class='hr av-8kblf5-8dee16f48c5cb7cb4576781562fe1998 hr-invisible  avia-builder-el-10  el_before_av_two_third  avia-builder-el-first '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div>\n<div  class='flex_column av-7ctvoh-21ca17b94a07ae69e2c669596d95d494 av_two_third  avia-builder-el-11  el_after_av_hr  avia-builder-el-last  first av-break-at-tablet flex_column_div av-animated-generic right-to-left  '     ><section  class='av_textblock_section av-mn2ywq53-95d33b8c5f09193a8aeb922d5d16098d '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><h1><span style=\"background-image: url('\/wp-content\/uploads\/2025\/10\/bg-line.svg'); background-size: 100%; background-repeat: no-repeat; background-position: bottom left;\">Your b<\/span>enefits: from analysis to strategy<\/h1>\n<\/div><\/section><br \/>\n<section  class='av_textblock_section av-mn2yy7nt-6c706d29c7473d6d397292b6914868e9 '   itemscope=\"itemscope\" itemtype=\"https:\/\/schema.org\/CreativeWork\" ><div class='avia_textblock'  itemprop=\"text\" ><p>At komma, we use a combination of quantitative and qualitative methods. We identify the \u201cmoments of truth\u201d\u2014the touchpoints that determine whether a customer stays or leaves for the competition.<\/p>\n<p><b>Touchpoint management as a strategic success factor: <\/b><\/p>\n<p>Professional touchpoint management ensures that customer experiences are not left to chance. Instead, touchpoints are continuously measured, evaluated and improved.<\/p>\n<p><b>You benefit from:<\/b><\/p>\n<ul>\n<li>Higher customer satisfaction: Customers experience consistent, seamless, and positive interactions at all relevant touchpoints. This leads to greater trust, a better brand perception, and an overall more positive evaluation of the company.<\/li>\n<li>Stronger customer loyalty: Satisfied customers stay longer, repurchase more frequently, and are more likely to recommend the company to others. Well-designed touchpoints foster emotional connection and reduce churn.<\/li>\n<li>Better conversion rates: Optimized touchpoints along the customer journey lower barriers to purchase, improve decision-making processes, and increase the likelihood that prospects will become customers.<\/li>\n<li>Clear decision-making foundations for marketing and sales: Systematic analysis of touchpoints yields data-driven insights into which measures are effective, where optimization is needed, and how budgets should be allocated strategically.<\/li>\n<\/ul>\n<\/div><\/section><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-5qcon5-c4b7700e773d11aa2e442d8419ad7487\">\n#top .hr.hr-invisible.av-5qcon5-c4b7700e773d11aa2e442d8419ad7487{\nheight:25px;\n}\n<\/style>\n<div  class='hr av-5qcon5-c4b7700e773d11aa2e442d8419ad7487 hr-invisible  avia-builder-el-14  el_after_av_textblock  el_before_av_button '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><br \/>\n<div  class='avia-button-wrap av-4n2pv5-0c31118e87b00945c3f524a22f74bbae-wrap avia-button-left  avia-builder-el-15  el_after_av_hr  el_before_av_hr '>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-4n2pv5-0c31118e87b00945c3f524a22f74bbae\">\n#top #wrap_all .avia-button.av-4n2pv5-0c31118e87b00945c3f524a22f74bbae{\nbackground-color:#ffab18;\nborder-color:#ffab18;\nborder-style:solid;\nborder-width:2px 2px 2px 2px;\nborder-radius:50px 50px 50px 50px;\nbox-shadow:none;\ntransition:all 0.4s ease-in-out;\n}\n#top #wrap_all .avia-button.av-4n2pv5-0c31118e87b00945c3f524a22f74bbae:hover{\nbackground-color:#000000;\ncolor:#ffab18;\ntransition:all 0.4s ease-in-out;\n}\n#top #wrap_all.avia-button.av-4n2pv5-0c31118e87b00945c3f524a22f74bbae:hover .avia_button_background{\nborder-radius:50px 50px 50px 50px;\n}\n<\/style>\n<a href='https:\/\/www.komma-forschung.de\/en\/contact\/'  class='avia-button av-4n2pv5-0c31118e87b00945c3f524a22f74bbae av-link-btn avia-icon_select-no avia-size-large avia-position-left avia-font-color-black'   aria-label=\"Book a consultation\"><span class='avia_iconbox_title' >Book a consultation<\/span><\/a><\/div><br \/>\n\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-2fxs4x-e032532f5796b4e43a4b958e6e26f366\">\n#top .hr.hr-invisible.av-2fxs4x-e032532f5796b4e43a4b958e6e26f366{\nheight:25px;\n}\n<\/style>\n<div  class='hr av-2fxs4x-e032532f5796b4e43a4b958e6e26f366 hr-invisible  avia-builder-el-16  el_after_av_button  avia-builder-el-last '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><\/p><\/div><\/div><\/div><\/div><!-- close content main div --><\/div><\/div><div id='after_section_2'  class='main_color av_default_container_wrap container_wrap fullsize'  ><div class='container av-section-cont-open' ><div class='template-page content  av-content-full alpha units'><div class='post-entry post-entry-type-page post-entry-2705'><div class='entry-content-wrapper clearfix'>\n<style type=\"text\/css\" data-created_by=\"avia_inline_auto\" id=\"style-css-av-mamli2i2-b24b663821bb2237bb71afd21421d1b7\">\n#top .hr.hr-invisible.av-mamli2i2-b24b663821bb2237bb71afd21421d1b7{\nheight:25px;\n}\n<\/style>\n<div  class='hr av-mamli2i2-b24b663821bb2237bb71afd21421d1b7 hr-invisible  avia-builder-el-17  el_after_av_section  avia-builder-el-no-sibling '><span class='hr-inner '><span class=\"hr-inner-style\"><\/span><\/span><\/div><\/p>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":4,"featured_media":0,"parent":0,"menu_order":0,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"class_list":["post-2705","page","type-page","status-publish","hentry"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v27.4 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Touchpoints und Customer Experience - Marktforschung zu Kommunikation und Marke - komma GmbH<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.komma-forschung.de\/en\/touchpoints-and-customer-experience\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Touchpoints und Customer Experience - Marktforschung zu Kommunikation und Marke - komma GmbH\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.komma-forschung.de\/en\/touchpoints-and-customer-experience\/\" \/>\n<meta property=\"og:site_name\" content=\"Marktforschung zu Kommunikation und Marke - komma GmbH\" \/>\n<meta property=\"article:modified_time\" content=\"2026-03-23T12:42:04+00:00\" \/>\n<meta name=\"twitter:label1\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data1\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.komma-forschung.de\\\/en\\\/touchpoints-and-customer-experience\\\/\",\"url\":\"https:\\\/\\\/www.komma-forschung.de\\\/en\\\/touchpoints-and-customer-experience\\\/\",\"name\":\"Touchpoints und Customer Experience - Marktforschung zu Kommunikation und Marke - komma GmbH\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.komma-forschung.de\\\/en\\\/#website\"},\"datePublished\":\"2025-05-13T11:17:44+00:00\",\"dateModified\":\"2026-03-23T12:42:04+00:00\",\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.komma-forschung.de\\\/en\\\/touchpoints-and-customer-experience\\\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.komma-forschung.de\\\/en\\\/touchpoints-and-customer-experience\\\/\"]}]},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.komma-forschung.de\\\/en\\\/touchpoints-and-customer-experience\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Startseite\",\"item\":\"https:\\\/\\\/www.komma-forschung.de\\\/en\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"Touchpoints und Customer Experience\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.komma-forschung.de\\\/en\\\/#website\",\"url\":\"https:\\\/\\\/www.komma-forschung.de\\\/en\\\/\",\"name\":\"Marktforschung zu Kommunikation und Marke - komma GmbH\",\"description\":\"komma 2024 erneut als eine der besten Marktforschungsagenturen ausgezeichnet\",\"publisher\":{\"@id\":\"https:\\\/\\\/www.komma-forschung.de\\\/en\\\/#organization\"},\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/www.komma-forschung.de\\\/en\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Organization\",\"@id\":\"https:\\\/\\\/www.komma-forschung.de\\\/en\\\/#organization\",\"name\":\"komma Forschung und Beratung\",\"alternateName\":\"komma Forschungs- und Beratungsgesellschaft mbH\",\"url\":\"https:\\\/\\\/www.komma-forschung.de\\\/en\\\/\",\"logo\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/www.komma-forschung.de\\\/en\\\/#\\\/schema\\\/logo\\\/image\\\/\",\"url\":\"https:\\\/\\\/www.komma-forschung.de\\\/wp-content\\\/uploads\\\/2025\\\/10\\\/komma-logo-2-1.png\",\"contentUrl\":\"https:\\\/\\\/www.komma-forschung.de\\\/wp-content\\\/uploads\\\/2025\\\/10\\\/komma-logo-2-1.png\",\"width\":300,\"height\":144,\"caption\":\"komma Forschung und Beratung\"},\"image\":{\"@id\":\"https:\\\/\\\/www.komma-forschung.de\\\/en\\\/#\\\/schema\\\/logo\\\/image\\\/\"}}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"Touchpoints und Customer Experience - Marktforschung zu Kommunikation und Marke - komma GmbH","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.komma-forschung.de\/en\/touchpoints-and-customer-experience\/","og_locale":"en_US","og_type":"article","og_title":"Touchpoints und Customer Experience - Marktforschung zu Kommunikation und Marke - komma GmbH","og_url":"https:\/\/www.komma-forschung.de\/en\/touchpoints-and-customer-experience\/","og_site_name":"Marktforschung zu Kommunikation und Marke - komma GmbH","article_modified_time":"2026-03-23T12:42:04+00:00","twitter_misc":{"Est. reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"WebPage","@id":"https:\/\/www.komma-forschung.de\/en\/touchpoints-and-customer-experience\/","url":"https:\/\/www.komma-forschung.de\/en\/touchpoints-and-customer-experience\/","name":"Touchpoints und Customer Experience - Marktforschung zu Kommunikation und Marke - komma GmbH","isPartOf":{"@id":"https:\/\/www.komma-forschung.de\/en\/#website"},"datePublished":"2025-05-13T11:17:44+00:00","dateModified":"2026-03-23T12:42:04+00:00","breadcrumb":{"@id":"https:\/\/www.komma-forschung.de\/en\/touchpoints-and-customer-experience\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.komma-forschung.de\/en\/touchpoints-and-customer-experience\/"]}]},{"@type":"BreadcrumbList","@id":"https:\/\/www.komma-forschung.de\/en\/touchpoints-and-customer-experience\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Startseite","item":"https:\/\/www.komma-forschung.de\/en\/"},{"@type":"ListItem","position":2,"name":"Touchpoints und Customer Experience"}]},{"@type":"WebSite","@id":"https:\/\/www.komma-forschung.de\/en\/#website","url":"https:\/\/www.komma-forschung.de\/en\/","name":"Marktforschung zu Kommunikation und Marke - komma GmbH","description":"komma 2024 erneut als eine der besten Marktforschungsagenturen ausgezeichnet","publisher":{"@id":"https:\/\/www.komma-forschung.de\/en\/#organization"},"potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.komma-forschung.de\/en\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Organization","@id":"https:\/\/www.komma-forschung.de\/en\/#organization","name":"komma Forschung und Beratung","alternateName":"komma Forschungs- und Beratungsgesellschaft mbH","url":"https:\/\/www.komma-forschung.de\/en\/","logo":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.komma-forschung.de\/en\/#\/schema\/logo\/image\/","url":"https:\/\/www.komma-forschung.de\/wp-content\/uploads\/2025\/10\/komma-logo-2-1.png","contentUrl":"https:\/\/www.komma-forschung.de\/wp-content\/uploads\/2025\/10\/komma-logo-2-1.png","width":300,"height":144,"caption":"komma Forschung und Beratung"},"image":{"@id":"https:\/\/www.komma-forschung.de\/en\/#\/schema\/logo\/image\/"}}]}},"_links":{"self":[{"href":"https:\/\/www.komma-forschung.de\/en\/wp-json\/wp\/v2\/pages\/2705","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.komma-forschung.de\/en\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.komma-forschung.de\/en\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.komma-forschung.de\/en\/wp-json\/wp\/v2\/users\/4"}],"replies":[{"embeddable":true,"href":"https:\/\/www.komma-forschung.de\/en\/wp-json\/wp\/v2\/comments?post=2705"}],"version-history":[{"count":6,"href":"https:\/\/www.komma-forschung.de\/en\/wp-json\/wp\/v2\/pages\/2705\/revisions"}],"predecessor-version":[{"id":3787,"href":"https:\/\/www.komma-forschung.de\/en\/wp-json\/wp\/v2\/pages\/2705\/revisions\/3787"}],"wp:attachment":[{"href":"https:\/\/www.komma-forschung.de\/en\/wp-json\/wp\/v2\/media?parent=2705"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}