Even a brief interaction can change the way people think about themselves, their leaders, and the future. Each of those many connections you make has the potential to become a high point or a low point in someone's day. Each is a chance to transform an ordinary moment into a touchpoint.
What is a touchpoint? A touchpoint is an interaction with one other person, a couple of people, or a group that can last a couple of minutes, a couple of hours, or a couple of days. Those Touchpoints can be planned or spontaneous, casual or carefully choreographed.
To read the original article: Leaders, Choose Your Words Wisely - Douglas R. Conant - Harvard Business Review
