 (Longoria S. D., 2003 )

“It is important touch points are not over used and become intrusive on customers as this can show lack in sensitivity and can lead negative customer recall.“In managing touch points and marketing programs the focus should be on ‘creating and retaining’ relationships as well as using a diverse range of touch points in different segments of the buying process.Managing and using touch points for communication in an effective way allows brands to gather feedback and make improvements which will increase their customer base, as well as customers who gain from the added benefit.