Cevrapp is your global maintenance platform supporting your teams and streamlining your daily back of house operations through our formula of TPM total productive maintenance
We believe technological advances are meant to be good, help to solve existing complex problems and bring loads of added value to society and industry regardless. That is what we do at Cevrapp, we develop software addressing the hospitality industry and its value chain challenges, from end cosumers to the contractors and repairs and maintenance professionals service vendors in order to strengthen a market in need of more productivity better cost control less uncertainty and higher margins.
This is an inmense task which will require both loads of relearning as well as a highly skillful caring and accommodating workforce capable of unpacking all concerns so good that no machine will ever be able to replace, and the hospitality sector has this super power called the human touch.
While in todays thriving industry and societies people demand smart and inmediate results, this means that technology is the real deal, technology empowers and impacts today´s economies across the board as well as some of it has the potential to threaten the job market, however while companies and the professional service vendor might be at risk, innovations might still find it kind of hard to replace great abilities and knowhow humans posses and on top of this the markets out there still demand these trades,
Technology is valuable for the creation of effective products or services in order to satisfy specific needs in a market and is widely recognised as a game changer for companies, however technology cannot solve all your customer experience issues and that is what we would like to talk about today, the human touch works and goes a long way and it does move the needle in business because ultimately humas like to be acknowledged for getting all our needs and wants taken care of.
Give your customers a great experience and they will buy more be more loyal and share their experience with friends. That is what every company strives for including us at Cevrapp, delivering our promise of Intelligent Business Performance for companies requires above superior human touch or as hospitality professionals call it, TLC tender loving care your customers.
Yet so many consumers get disappointed, obviously the product has a lot to do with this, but if you happen to have a good product troubleshooting these issues soon enough is highly important therefore your human touch and experience teams need to be reliable and well trained, if you delegate all into technology this would negatively impact your business bottom line,
If you are a business owner or you manage teams, you should really care about everything concerning the good the bad and the ugly when it comes down to your customer experience, even more so when dealing with tech products in a new market, and your human touch especially in today´s modern and digitized business world in order to remain in business.
Then, how do we truly make a good customer experience in today´s digitized environments? speed convenience consistency friendliness and human touch, meaning the ability to create real connections with the help and support of technology which enables for a finetuned customer experience.
Excellent customer experience starts with superior employee experience, your back of house operations, and the price premium for getting it right is real and big.
Despite all innovations and technologies, human interaction is key for business success and people are willing to pay more for it. In order to bring the point across please try to picture the next scenario, a hotel trains its front desk agents or any front line collaborator to addresses your customers by their name and welcome families by name as soon as they step out of the shuttle bus, this has the power to truly transform their experience.
That is the kind of human touch we are talking about, the ability to look in the eye address and acknowledge people is what no machine will ever be able to recreate, the people business is one of toughest to dominate.
Needless to say that innovations are needed in order to enhance the value chain of entire industries in order to better cope with new market trends, however it still lacks the ability to create lasting personal bonds as well as an AI bots will not deliver yet a fully satisfactory responses to arising issues since its standardized response might not fit all customer´s intended outcomes potentially leading to even greater issues.
This implies that it will be hard for these technologies to ever replace the human touch and their TLC capabilities, therefore in an age of automations we think that when it comes down to servicing people and issues need to be handled accordingly not to lose business then cultivating peoples skills and enhancing your human touch abilities is still pretty valuable.
Certainly AI and innovations can handle queries and its approach will improve over time, the growth of new technologies it is not to be mistaken or put aside, it does add value for companies both internally and externally such as handling multiple repetitive tasks reducing workloads and elevating productivity it drives operational efficiencies both in back of house and front of house.
We think that there must be a pretty good reason why the late Steve Jobs himself had always appointed and relied his company’s customer experience and support department in the hands of true hospitality professionals, is because hospitality professionals are trained to serve and accommodate others, a very valuable skill people love, something AI will have issues taking over it at least for sometime.
The flip side to that coin is bad experiences which drive customers away faster than you think, therefore as a business owner you need to ensure your customer skills and human touch is lean and mean as well as sharp and in shape.
Just imagine losing one quarter of your customers in a single day for good after just one bad customer experience. According to stats in the US even when people love a company or product 59% will walk away after several bad experiences and 32% of all customers would stop doing business with your brand after one bad experience.
We recommned keeping in mind our human touch top rules,
Your customers have demands, meet them. Companies are gifted with technologies for you to leverage from them in order to improve your internal operations and brand recognition which ultimately will impact your client engagement and your performance.
Customers generate revenue, your collaborators drive the experience. Reduce friction for customers and empower your internal teams to drive customer satisfaction.
Technology cannot solve experience problems. Never forget that technology is an enabler, great teams experience create better ideas as well as it drives phenomenal customer experience.
