The balance between high-tech and high-touch in our new normal
"Hurry bird doh build good nest!" (Trini Grandma, 1980's)
Thanks to the unpredictable 2020, businesses are pivoting and recalibrating to stay afloat - and in some cases - alive. In-app chat bots, electronic payment options, and online stores are emerging to salvage segments of the market.
In this fast-changing environment though, it's important not to panic and run too far ahead of your patrons.
Customers understand, they empathize and they appreciate. If we can just hold their hands a bit, they'd be willing to step lightly across to the greener grass. On the contrary, choosing the cold-turkey route can cost us a few followers.
Retailers shut their doors and launch websites, ATMs replace Tellers, PBX recordings replace Telephonists, self-help kiosks replace CSRs, and signage replaces the voice behind a pleasant smile. But in the race towards high-tech, we can still find ways to preserve our high-touch.
Let's walk our guests through the digital instruction manual. Talk them through the website options and the app menu. List our customers' FAQs and provide detailed, jargon-free responses. Place a follow-up call to evaluate their experience.
We can transition gradually through these unprecedented times, together.
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