How to Go Human
So how do you melt the metal in a robotic industry to reveal the humanity inside? These tips will help you become more transparent, more trustworthy, and ultimately more successful in your customer relationships.
• Cut the fat. It’s no longer possible for companies to hide behind gimmicks; today’s consumer is too savvy to be distracted by fluff. Each company has a value proposition, but the key is living up to it. In a digital world, word of mouth spreads faster than ever. Consumers well beyond your immediate network will quickly hear about it if you’re not meeting your promises.
• Be clear with information. Consumers can find out almost anything with a quick Google search, which puts your position as an expert at risk. Add value to your company by presenting that information in a better, clearer, and more human way. Think of your team as industry interpreters. Make sure customers can learn more in one 10-minute conversation with your experts than in an hour of online research.
• Truly excel at customer service. Many of us cringe at the thought of calling an 800 number, knowing that we might age a decade on hold or go hoarse repeating “agent, agent, agent" as we attempt to circumnavigate an automated bot. Think of how pleasantly surprised your customers will be when instead of hearing a recording, they are greeted by a live voice. And not just any voice — a voice attached to a real human being who is engaged, interested, and excited to help.
Technology is improving our businesses and our lives. But that doesn’t mean it ever will, or ever should, replace our employees with robots. In a highly digital world, a human touch is more important than ever for strong customer relationships and thriving businesses.