In a world of automated everything, bet on high human touch.
Something has shifted in the way that most companies engage with their customers in recent years, with automation playing a heavier role in a customer’s experience. While efficiency is important, it can also create distance between a person and a brand. This focus on transactions has created a remarkable opening for small businesses. Consumers today are looking for something that’s become surprisingly hard to find: a genuine relationship with the businesses they choose. In fact, 74% of consumers say that a lack of human connection will drive them to abandon a brand after a few bad experiences.
