How to Keep the Human Touch and Innovate Your Customer Experience

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    Customer Experience Tips and Best Practices In 2017?

    This is Post 2 of Liliana Petrova’s series on customer experience tips, lessons learned, and best practices for the new year.

    The article appears on the JetBlue Blog. In it, Ms. Petrova explores the importance of “keeping the human touch” when implementing CX innovation tools.

    Customer Experience Tips

    In the article, Liliana notes “all of our panelists — and we at JetBlue — continue to think about how to keep the human experience at the forefront amidst the current focus on technology.”

    That includes insight from Garen Moreno, Director of Strategic Partnership at BMW DesignWorks. Moreno notes, “What’s important is how we’re communicating the information, rather than the actual technology itself. The emotional benefit IS the tech.”

    Technology and Humanity

    Liliana supports this idea. She recognizes the power of emotion (the human element) of technology and customer experience design. In so doing, she discusses the emotional benefits technology empowers. And she calls out the emotional impact of the seamless experiences technology helps to create.

    Importantly, Liliana makes it a point to underscore the essential role that crewmember hospitality plays in creating memorable customer experiences. Again, the human element must be present to create the experiences customers need and want.

    Maintain the Human Touch

    Head over to Into the Blue. Learn how to keep the human touch.

    Then, start planning how to create human connections through authentic customer experience.

    Organizational Culture and Access to Information

    By and large, people perceive culture as an HR discipline. The most common perception is that culture covers the soft side of performance. Culture is about how you do things, not so much about what you do. This approach to culture could not be more wrong. In fact, organizational culture is about so much more than a few words in a performance review sheet.  It is about leaders expressing values, and the action guidance their cultural behaviors provide.

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