End Of Automation
“Please listen carefully to this menu as the menu has changed”. “Your call is important to us but please leave a voice message”. “If you need more information go to www – dot – whatever dot com…”
Sound familiar?
The intentions are/were good – yet the results are telling us we made huge mistakes. Automation didn’t really bring any progress in our business processes but alienated our most important asset: our customer base.
Businesses spend more time, resources and money to automate whatever the team is doing – with the intention to be more effective - yet the ‘effect‘ is that we are loosing customers – not winning them.
Billions get invested every year in:
Sales force automation
Low touch sales model
Marketing automation
Automated Phone Systems
Business process automation
Anonymous market surveys
Market research to find what our customers want
… and on and on
In the end much more money is invested in automation than in smart customer experience models.
If you stop automating your engagement processes – you force yourself to begin real relationships. And as you “re-invent” relationships you will recognize a few powerful and new ways to make it even better than ever before. That doesn’t mean you won’t use tools – it only means better use tools to strengthen a relationship – not to automate it.
Just give it a shot!
