Role Related KnowledgeTechnical

What’s the difference between high-touch and low-touch customer interactions, and how do you figure out which to use?

Customer Service RepresentativeCustomer Experience Lead

Mastercard

Confluent

Shutterstock

LendingClub

Dream11

Centrica

Did you come across this question in an interview?

  • What’s the difference between high-touch and low-touch customer interactions, and how do you figure out which to use?
  • Imagine you’re managing a portfolio of customers. How would you decide which customers require a high-touch approach and which would benefit from a low-touch model?
  • Can you explain the difference between high-touch and low-touch engagement models and provide examples of when each would be appropriate for managing customers?
  • How do you determine whether a customer should be managed through a high-touch or low-touch engagement model to ensure their success?
  • Could you outline the criteria you use to segment customers for high-touch and low-touch engagement models?
  • You have a mix of enterprise and small business customers. How would you decide which group requires high-touch engagement versus low-touch engagement?
  • Can you walk us through the factors that influence your decision to implement a high-touch versus low-touch approach with customers?
  • What key indicators do you look for in customer behavior that would guide you towards a high-touch or low-touch strategy?
  • What role does customer size and potential lifetime value play in deciding between high-touch and low-touch models?
  • How do you assess the customer’s needs and preferences when determining whether to adopt a high-touch or low-touch engagement model?
  • What are high-touch and low-touch engagement models and when would you use each?
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Interview question asked to Customer Experience Leads and Customer Service Representatives interviewing at Huawei, Apptio, Droom and others: What’s the difference between high-touch and low-touch customer interactions, and how do you figure out which to use?.