NPS Blog

Knowing when an interaction needs a human touch

linkedin-dont-send-technology-to-solve-human-problem-220x207Banks, retailers, and companies in just about every industry are expanding their online and mobile tools and finding new ways to serve customers through screens rather than at a counter. Without a doubt, a strong digital presence is critical to success in today’s business world, but it’s not enough. Some customers will always want to talk through complicated problems with another person, especially when the questions are sensitive and personal.

The smartest minds in business know which customer interactions benefit from a human touch, and the best companies know how to blend the best aspects of the digital and physical customer experiences.

In my latest post on LinkedIn, I look at the ways that some companies use technology in a way that undermines their service efforts.

Read the post here: Don’t Send Technology to Solve a Human Problem

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