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High-touch and low-touch strategies in customer interactions vary based on the level of required interaction, with customer-intimate companies emphasizing personalized relationships over single transactions.
High-touch and low-touch strategies are approaches used by companies to interact with customers based on their level of required interaction. High-touch involves a high level of personalized interaction, while low-touch requires minimal interaction, often more automated. Customer-intimate companies, like Nordstrom, excel at high-touch strategies, prioritizing lasting customer relationships over individual transactions.
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