Human Touch: Reasons It’s Still Key to Customer Experience | #CX

With so much automation, why is the human touch still key to great customer experience and customer service? Hint: It’s all about human needs! Let’s define human touch and then explore the reasons customers still want it.

Human Touch: Image is fingers making a heart shape above a keyboard.

Human Touch & Why It Is Still Key to Customer Experience. Image by Karrie Nodalo via Flickr Creative Commons License.

Image via Karrie Nodalo via Flickr Creative Commons License.

10 Reasons the Human Touch is Still Key to Customer Experience

Although the world is full of technology, the human touch is still key to customer experience and customer service.

It says to the customer …

  1. You matter to us — not just your money.
  2. We ‘get you’ so we can deliver for you.
  3. Each experience you have with us is important.
  4. We know that you are key to our reputation.
  5. We want to ease your day by being making it easy for you.
  6. Come back and let us serve you again.
  7. You are the reason we succeed.
  8. Your customer experience with us helps us make it better.
  9. You teach us how you experience what we offer. Thank you!
  10. Our work with and for you expands our greatness too.

As you read this list, you may be thinking that you prefer self-service. Well the human touch makes self-service great as well.

The human touch in self-service technology …

  • Creates intuitive designs so you can use self-service right away without training.
  • Prevents bottlenecks so you can self-serve quickly and fluidly.
  • Includes different languages in the technology to ease everyone’s use.
  • Offers easy access to human reps when you want it.

We no longer need to debate whether customers want human interaction or self-service. They want each at different times.

What they want all the time is the human touch! With that constant thought, we can deliver outstanding customer service and great customer experiences every single time.

When has the human touch helped and impressed you as a customer?

From my professional experience to your success,
Kate Nasser, The People Skills Coach™

Related Posts:
Love the Customers, Not the Rules
Rapport is the Artery to the Heart of Customer Trust
Customer Service Experience: Turn Sudden Interactions Into Bonds

©2017 Kate Nasser, CAS, Inc. Somerville, NJ. I appreciate your sharing the link to this post on your social streams. However, if you want to re-post or republish the content of this post, please email for permission and guidelines. Thank you for respecting intellectual capital.

Kate Nasser, The People Skills Coach™, delivers coaching, consulting, training, and keynotes on leading change, employee engagement, teamwork, and delivering the ultimate customer service. She turns interaction obstacles into interpersonal success. See this site for workshop outlines, keynote footage, and customer results.


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6 Responses to “Human Touch: Reasons It’s Still Key to Customer Experience | #CX”

  1. Khalid says:

    This statement is so POWERFUL

    You teach us how you experience what we offer. Thank you!

    Thank you Kate for the continuous inspiration.

    In this era of high tech, people get impressed by such development but when they feel the human touch difference, that’s what it count as a superior customer experience ?


  2. Hannah says:

    Totally agree!

    Even with automation, people want to know that there is a human being just a phone call away. Computers can never really replace the human touch.

    • Kate Nasser says:

      Even as different generations express preference for one or another approach to customer service, the human touch continues to be an important option.

      Thanks Hannah.

  3. So true Kate, although technology has added much to the world, human interaction still has a very important role to play. It makes us feel unique, and enables us to feel truly treated as individuals. In a recent survey carried out by West Interactive Services, 65 percent of people said that they still prefer to talk to somebody when they have an issue.

    • Kate Nasser says:

      Thanks Monika for your comment. Here’s some additional news. New Gartner research shows that in a live interaction only 47% of customer satisfaction is based on the current interaction. They carry the past with them in assessing how well we are doing in the present!

      Make every moment count.

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