Business idea · Agency
Touchpoint Innovation Consulting
Touchpoint Innovation Consulting is a consulting service that helps businesses identify and enhance overlooked customer touchpoints to improve overall customer satisfaction and loyalty. It was pitched on My First Million, hosted by Sam Parr and Shaan Puri, in the episode "The Hospitality Principles That Build Billion-Dollar Startups" (aired September 30, 2025).
At a glance
| Podcast | My First Million |
|---|---|
| Hosted by | Sam Parr and Shaan Puri |
| Episode | The Hospitality Principles That Build Billion-Dollar Startups |
| Aired | September 30, 2025 |
| Category | Agency |
| Real companies on the episode | Hampton, The Hustle, The Welcome Conference, Chowly, UPS Stores, Boka Restaurant Group |
The problem it solves
This addresses the gap many businesses have in recognizing and optimizing small interactions that significantly impact customer experience.
How it makes money
The consulting firm could operate on a retainer or project fee basis, charging clients for assessments, workshops, and implementation strategies.
Skills you need
Expertise in customer experience design, business strategy, and analytical skills to assess and innovate on existing processes.
The market, and why this works now
The rise of customer experience management software like Qualtrics allows businesses to track and analyze customer interactions at various touchpoints. Touchpoint Innovation Consulting can leverage this technology to assess existing processes and recommend enhancements. A solid first-revenue move is to engage with local businesses through the city’s chamber-of-commerce directory, offering workshops on optimizing customer interactions. A potential constraint is the labor intensity involved in conducting thorough assessments and implementing recommended changes, which may require a significant upfront investment in skilled personnel.
Our analysis, written after the episode. Not a quote from the show.
Real companies discussed on this episode
- Hampton
A network for business founders to connect, share insights, and hold each other accountable.
- The Hustle
A digital media company that produces a daily business newsletter and other content aimed at entrepreneurs and business enthusiasts.
- The Welcome Conference
A conference focused on the principles of unreasonable hospitality.
- Chowly
A subscription service for dog food with a focus on exceptional customer service.
- UPS Stores
Franchise locations offering shipping, printing, and business services.
- Boka Restaurant Group
A Chicago-based restaurant group with multiple dining concepts.
Where this idea came from
Podcast: My First Million, hosted by Sam Parr and Shaan Puri
Episode: The Hospitality Principles That Build Billion-Dollar Startups
Aired:
Summarized from the episode transcript. The show does not say which speaker raised each idea, so we credit the show, not a person.