The nirvana for marketers is creating customer experiences that people remember and want to share, but what customers actually crave is human to human interaction and this can be a challenge in a digital landscape when often there is no human contact.
When was the last time you had a digital experience that you truly remembered?
I was at a conference recently where the corporate anthropologist Michael Henderson was giving a presentation.
It was a truly fascinating view into anthropology, which being honest I knew absolutely nothing about, he translated his studies of people and cultures over the years into today’s focus on customer experience.
His findings were fascinating and he summed up by saying the interactions we crave and remember are those human to human moments and it’s not about hi-tech but about hi-touch.