HI-TECH/NO-TOUCH DOESN’T WORK
The hi-tech/no-touch approach to customer contact blindly embraced by far too many organizations is a recipe for disaster. Customers may prefer a particular product or brand, but they are loyal to people. The disingenuous positioning of a no-touch interface as a customer convenience—rather than acknowledging the cost-containment strategy that in fact drives it—will come back to haunt us.
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