Businesses everywhere have gone cold, and customers are the first to notice
82% of customers want human interactions vs automated ones
When it’s make or break, bet on humans
Business is — and will always be — about relationships. But as companies scale, it becomes a challenge to maintain the same meaningful interactions with every customer. Countless tools on the market aim to solve this problem, but their approach is to turn customers into numbers in a queue, not real people with real needs.
Over 60% of companies claim customer information is not readily accessible from teams and systems
The human touch is hard to scale
Growth is often great for everyone but the customer. As businesses outgrow processes, they are less able to access and act on customer information, resulting in impersonal interactions and operational inefficiency. The traits at the heart of great customer relationships — trust, compassion, empathy — are the qualities most difficult to scale or for technology to replicate.
It’s not too late to find the human touch
Read Harvard Business Review’s report on the human touch
Explore the importance of a quality customer experience and the barriers preventing companies from delivering them in this report by Harvard Business Review Analytic Services sponsored by Front.