High Tech Needs High Touch

What do you suppose would happen if you, your employees and managers started making phone calls or visits to every one of your clients or customers? Bridget Lemberg, president of Forensic Fluids Laboratories Inc., a saliva (oral fluids), drug tests and testing company based in Kalamazoo, MI, says that she and her staff communicate with each one of their 1000 customers every quarter and the bigger ones every month. It must be working; this year her company is listed at 167 on the Inc. 500.

John Naisbett
John Naisbett, a futurist and popular author, once made the statement that with “high tech comes the need for high touch.” Never before is that statement more true than today. Almost everywhere you look, people are glued to their “smartphones” or laptop computers. Whether it be for texting, talking, doodling, making financial transactions, purchasing something from Amazon, or searching the internet, it doesn’t stop there. People are using them as they drive their vehicles, wait in line at the grocery store, or during business meetings. People are hooked on technology as it continues to strengthen its’ grip on society.

People Need High Touch
Interestingly enough, all of these activities underscore the need for people to connect with each other. This is where your company or organization can capitalize on this basic, universal need, by making it a priority to connect with your clients and customers with a real, live voice, and when possible, person to person contact.

In a time when many companies are treading water, others are growing more and more profitable by using a people centered approach to running their business. Real service to their clients and customers has helped them stand out from their competitors. Remember, in today’s world, high tech means your clients and customers are starving for a connection to a voice or a person from a company where they spend their money. Why not make it your company?

If you are interested in a better career in customer service visit http://www.customerservicejobs.com/


Tom Borg is president of Tom Borg Consulting, LLC. He is a business consultant, speaker, coach and author. He helps companies and organization become more successful and profitable by helping them attract and retain their customers and clients.