Every company uses technology, why do so few create transformational experiences? To engage in this debate we use a concept call High Tech/High Touch. See below:
It’s the dynamic combination of these two strategies that can bring real competitive advantage. When an organisation uses an invisible technology prompt to personalise the service offered, customers notice. What customers hate is when technology gets in the way of service, when it makes it harder, not easier to do business, think of automated call centre systems and how much there’re disliked.
Test your own organisation for how effectively they combine High Tech with High Touch; for more details contact us.