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Customer Interaction

Customers that have a positive experience interacting with your brand are often more likely to become repeat customers. Here is an overview of what customer interaction is and why strong customer interaction is such an important aspect of running a successful business!

What Is Customer Interaction? 

Customer interaction refers to the ways in which companies communicate with their customers. This can include everything from in-store conversations and telephone customer support to various types of online communication, and businesses should take steps to ensure that they convey a professional approach that captures the tone of their brand every time they interact with a current or potential customer. These interactions can significantly influence how your customers feel about your brand, which means that getting them right is an important step in growing your business. 

Customer Interaction FAQs

Here are some of the most common questions we get about what customer interaction is, why it is important, and how you can improve the interactions your business has with its customers!

Why Is Customer Interaction Important? 

Your customers want to know that your business values them as people instead of only seeing them as the path toward making sales, and the ways you communicate with them need to reflect that. Friendly and professional in-person conversations, emails, social media comments, and other types of communication show respect for your customers and let them know that their opinions matter to you. 

How Can Businesses Improve Interaction With Customers? 

Improving your interactions with your customers starts with thinking carefully about the impression of your business you want them to convey. You can then adjust the tone and style of how you want your representatives to speak to customers or interact with them online to ensure that they are on the same page when it comes to creating a consistent impression of your brand. Considering how customers typically respond to your current interactions and how well they are aligning with the goals of your brand can help you identify specific types of interactions that are most in need of adjustment. 

How Can Businesses Measure the Effectiveness of Their Customer Interaction Strategies? 

Positive customer interactions often help to build ongoing relationships with customers that result in more sales, while customers that experience a negative interaction may lose interest in supporting your business and result in fewer sales. While interactions are far from the only reason your business may experience an increase or decrease in sales, these metrics can give you an idea of how well your business's customer interaction strategies are performing. You can also send your customers surveys that ask them about how they feel about recent interactions they have had with your brand. 

How Do Customers Interact With a Brand? 

Your customers may interact with your brand in a wide range of ways, although their preferences are likely to reflect the target audience of your products. For example, younger customers often prefer to keep as much communication with brands online as possible, such as using email or a brand's social media pages to ask questions, address problems, or let brands know what they love about their products. Other demographic groups may prefer telephone conversations, and keeping in-person conversations professional is also an important step in making sure that any interactions customers have with your brand convey the impression you want them to receive. 

How Can Social Media Be Used to Interact With Customers? 

Social media is an increasingly valuable tool for interacting with customers. Many potential customers are likely to look for your brand's social media pages and website to learn as much as they can about everything your brand has to offer and what it stands for before considering making a purchase from your brand, which means that updating them regularly and posting the right types of content is a must. Making sure both public comments and private responses to customers' questions through direct messages are friendly, professional, and an accurate representation of your brand is also an important step in making sure they are happy with the ways in which your brand engages with them on social media. 

What Are Some Examples of Customer Interaction? 

Any type of communication a member of your team has with a current or potential customer is considered customer interaction. Some common examples of this concept include emails, responding to social media comments or messages, in-store conversations, telephone conversations, and other means of interacting with customers. 

Understanding the importance of strong customer interaction is important, but it is even more beneficial to know how it fits into the larger picture of quality customer service. Some key related terms include: 

Customer preferences

Customer Persona


Social listening

User friction

User friendly

Customer insights

Voice of the customer

Customer feedback

Customer service

Customer signals