ATM’s are automated, but you need to deal with a real person to buy a house. Phone trees are automated but you need to deal with a real person to resolve a complaint. Production lines are automated but you need a real person to sign the shipment papers.
Our processes may be becoming more automated, but we still need real people to initiate the process. Is your business recognizing your real people every day?
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You dont always need people to initiate the process, online shopping shows us that. But I totally agree that you need to feel like someone will be there if needed.
VP, Product Intelligence at Jugnoo Inc., an internet and media technology company for consumers and business. Award-winning marketer and blogger, and author of The Parables of Business, offering business strategies and advice through the art of storytelling. All thoughts on this blog are my own, and do not necessarily reflect the views of either employers and/or clients. [Read More…]
All content by Danny Brown is licensed under a Creative Commons Attribution-Noncommercial-Share Alike 2.5 Canada License All content by Danny Brown is licensed under a Creative Commons Attribution-Noncommercial-Share Alike 2.5 Canada License
You dont always need people to initiate the process, online shopping shows us that. But I totally agree that you need to feel like someone will be there if needed.
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