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Unforgettable Episode 40: Why the High Touch Customer Experience Still Matters

Rachel Anderson
June 20, 2019

2 minute read

Unforgettable is a customer experience education program, focused on delivering fresh content weekly to give business leaders what they need to succeed in a customer-driven, digitally-disrupted world. The program brings together the expert minds of Jay Baer, Shep Hyken, Jeanne Bliss, Ian Golding, and Blake Morgan to spotlight modern customer experience excellence. Get the latest content by bookmarking smartercx.com/unforgettable.

Customers today get white glove customer experiences in some situations and others the bare minimum. In today’s world customers appreciate when you make them feel special, because most companies simply don’t. Read or watch the latest episode of Unforgettable and prepare to put on those white gloves and think about what you can do for your customer that will separate you from the pack.

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Even in the digital age, high touch customer experiences still matter. I believe that these high touch customer experiences are the only experiences that we remember. For example, when someone remembers our name and acts like they really want our business. When we go to a hotel and they help us with our bags and they remember something like the nice pillows that we like in the hotel. Of course technology can help so we, the hotelier, can remember these little details about the customer. But these are the small things that can accumulate into an unparalleled customer experience.

This white glove customer experience still matters in the age of self service and the age of digital. Because human beings have feelings and experience is all about how we make people feel, and the reason this is important is we’re in the era of commodities where for most products and services, there are simply too many of the same thing. How do we stand out among the sea of sameness? We must make customers remember us. And the way to do that is by doing something special, by finding a way to make their lives easier and better, to add that special extra touch that makes them think, wow, I wasn’t expecting that, and it was absolutely wonderful.

So, think of in your own business, how can you elevate the customer experience to provide this leveled up customer experience that your competitors are not doing? Because if you simply take the time to do that extra special, significant extra thing, you differentiate among a pack of companies that are not willing to take that extra measure and make your customer feel special. So, I encourage you to put on those white gloves and think about what you can do for your customer that will separate you from the pack.

Copyright © 2019 Oracle. All rights reserved.

This transcript may be edited for readability.

Rachel Anderson
Rachel Anderson is passionate about customer experience, snacks, and creating a farm in her backyard. Rachel is a Campaign Marketing Manager for Oracle CX with 10 years of experience in the industry.
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