Like it or not, the world is going digital. Websites were just the beginning. Now we have social media, smartphones and so on. The only conclusion I can reach is that more of our lives will be spent interacting with technology of one kind or another.
The conundrum: People are more likely to create memorable experiences, which is essential to drive genuine loyalty. In CustomerThink’s research, we find that friendly, well-trained, and knowledgeable employees are key factors what customers perceive to be excellent experiences. Only humans can express empathy and solve problems creatively, so it’s not surprising that interactions with people are more memorable.[Read more…]