Which of the following touch points relates to unanticipated references or information about a company or brand that a customer or prospect receives from sources that are beyond the control of the organization?
A)company-created touch point
B)intrinsic touch point
C)user-created touch point
D)unexpected touch point
E)customer-initiated touch point

Question

Quizplus · Accepted Answer

The term "unexpected" suggests that the touch point is not anticipated or planned by the organization, making it beyond their control. Option A refers to touch points created by the company, option B refers to touch points inherent to the product or service, option C refers to touch points created by users, and option E refers to touch points initiated by customers themselves.

Which of the Following Touch Points Relates to Unanticipated References