Final answer:
Points of interaction, also known as touchpoints, are moments when a business connects with customers or other aspects of its operations. Connections a restaurant has with its suppliers and the infrastructure it uses are examples of these touchpoints.
Step-by-step explanation:
Instances in which a customer connects with a service provider or some other aspect of an organization are commonly referred to as points of interaction or touchpoints. These are the various moments where a business has the opportunity to influence the customer experience.
For example, a restaurant's connections with suppliers of food, furniture, kitchen equipment, and the building it occupies are essential for its operation.
Similarly, a larger and more complex business, such as a shoe factory or a hospital, not only has these connections but also requires many job classifications to manage the diverse array of interactions and touchpoints that are integral to their functioning.
An illustrative example is the customer service model where services are outsourced globally. One may interact in a customer service call with a representative from another country.
These representatives provide services as if they were local, despite potential cultural and time differences, which is an example of a point of interaction adapting to the customer's expectations and needs.