Different Touchpoints People Need to Remember (Beyond Social Media)

Social media is everywhere. We’re constantly scrolling, double-tapping, and tweeting our way through life. But as businesses and brands, it's easy to get lost in the digital noise and forget about the physical, real-world touchpoints that impact people on a more personal level. Here's the thing: while social media can amplify your message, it’s the tangible, in-person experiences that often leave the most lasting impression.

In this post, we’re diving into the touchpoints you might be overlooking—those that happen beyond the screen but still have a major role in building a meaningful connection with your audience. And yes, we’ll throw in a few funny ones to keep it interesting!

1. Packaging (It’s More Than Just a Box!)

We often talk about product packaging as a simple necessity—but what if it was the first impression your customer gets before they even use your product? Packaging tells a story and makes someone feel connected before touching the product.

Have you ever opened a beautifully packaged gift? Remember the excitement, the surprise, and that feeling of "wow"? That’s what you want your customers to feel. Think of how Apple does it—they don’t just sell a phone; they sell the entire experience, starting with the packaging.

Pro Tip: Focus on packaging that speaks to your brand’s values. For example, if you're a sustainable brand, like Olivra with its natural vibe, use eco-friendly materials with a design that reflects nature. Keep it authentic!

2. Customer Service (Your Frontline Warriors)

A phone call, email, or quick chat with customer service is a crucial touchpoint in building relationships and includes answering questions and most importantly building trust.

Think of a time when customer service went above and beyond for you. Maybe they helped you resolve an issue or brightened your day with a personal touch. That interaction sticks with you longer than a like or comment on social media.

Pro Tip: A friendly “How can I help?” can be magical, but going the extra mile and adding a personal touch can transform a customer into a loyal fan. Even something as simple as a handwritten thank-you note can make a massive impact.

3. Events & Pop-Ups (Real Life, Real Connections)

While online events have soared during the pandemic, nothing beats the magic of face-to-face interaction. Attending or hosting events (even small pop-ups) is a fantastic opportunity to connect with your audience on a deeper level.

Take Tina Roth Eisenberg’s CreativeMornings as an example. This global series of community gatherings doesn’t just exist in the digital space—it happens in real life, where people form meaningful connections and conversations that go beyond a “follow” button.

Pro Tip: Start small—host a workshop, a meet-and-greet, or even a local pop-up that ties in with your brand's mission. The goal is to create a tangible experience that customers will remember, maybe throw in a freebie for good measure!

4. Packaging Your Business Cards (It’s Still a Thing, Trust Me)

With all the focus on digital marketing, you might think business cards are a thing of the past. But trust me, there’s still something special about handing someone a beautifully designed business card. Think about it—it’s personal and tangible and creates a lasting impression.

Imagine giving your business card to someone, and it’s not just a name and phone number—it’s a mini experience. Maybe your card has a fun texture, a pop of colour, or even a quirky message that gets the person talking. That card could be the thing that sparks a business partnership or a new client.

Pro Tip: Go beyond the basics. Incorporate something unique about your brand into the design. For example, a clean design brand might use recycled paper; a wellness brand might include a little inspirational quote. Your card should tell a mini version of your story.

5. The Unnoticed Touchpoint: The Waiting Game

We’ve all been there—waiting in line, waiting on a response, waiting for a product to ship. It’s easy to forget that the way you handle “waiting” is a touchpoint in itself. How does your brand make waiting feel less like, well, waiting?

When you receive an email about your favourite restaurant’s reservation confirmation, or when your order was shipped and you get that delightful “Your order is on its way” message? That’s anticipation done right!

Pro Tip: Keep customers engaged with updates during the waiting period. Consider a branded email or a fun, personalised text message that shows care about their experience. A little bit of anticipation can build excitement and make the result feel even sweeter.

6. The Power of Word-of-Mouth

Word-of-mouth marketing can be one of the most effective tools. And while you might not be able to control all offline conversations, it’s essential to ensure that your brand’s message resonates in the real world.

If someone has a great experience with your business, they’ll likely tell their friends, family, and coworkers. This kind of personal connection is what leads to trust. And that trust? It’s what can help you get shared on social media when that person takes the story online.

Pro Tip: Make your customers your brand advocates. Offer incentives for them to share your product, spread the word, or refer friends. A little offline buzz can be leveraged beautifully on social media, creating a virtuous cycle.

The Digital Amplifies, But the Real World Matters More

We often think of social media as the end-all-be-all of marketing, but let’s not forget that the real world has a massive impact on how people perceive and connect with brands. Personal touchpoints, from customer service to the anticipation of a product arriving at your door, play a major role in how customers feel about your brand.

While you can amplify these real-world touchpoints online, nothing beats the authenticity and trust from face-to-face interactions, personal experiences, and thoughtful engagement.

So, the next time you're thinking of a new way to reach your audience, remember: that sometimes the best connections happen offline.