Every interaction matters. Each touchpoint has the potential to build or break a relationship. That’s why timing, channel, tone of voice, and whether the interaction is automated or personal, play a crucial role.
The context is leading and relevance essential. Both in terms of content and timing, as well as the choice of channel. But don’t forget the quality requirements! You can be as relevant as possible, your timing perfect, but if the connection drops during a conversation, it can have disastrous consequences.