After spending 15 minutes on hold with a company's customer service line for information about a product she was considering purchasing,Cristina decided that she would buy a similar product from another company.Christina's interaction with the company is an example of a ________.
A)conversion
B)commercial message
C)silo effect
D)one-way communication
E)critical touch point

Question

Quizplus · Accepted Answer

Christina's experience represents a critical touch point, which is a moment when a customer interacts with a brand, product, or service that significantly affects their perception and decision-making regarding that brand. Her negative experience on hold influenced her decision to purchase from a competitor.

After Spending 15 Minutes on Hold with a Company's Customer