Creating a great customer experience

Have you noticed how much broadcast and social media talk, and how many newspaper and magazine column inches, are dedicated to talking about innovative technologies like AI and blockchain. And there’s no doubt that these have a lot of potential. But there’s a tendency to forget that the biggest trend in business is on how we understand and treat our customers and ensure we continue to meet their needs. New UK research indicates that consumers place a significant value on human interaction in the customer services process, with 87% reporting they tend to stay more loyal and increase their business with companies that offer a real person to talk to at the right stage of their customer journey. So while all this talk about innovation is exciting, there is no substitute for world-class customer service delivered by people who really care about the customer experience, who are responsive and open to listening to what customers really need. It’s why there’s nothing quite like the human touch.