Even though I spend most of my career helping brands meld technology, products, process, and people into optimal customer experiences I must admit I can become “wide-eyed” with the speed and benefits of digital solutions.
In my upcoming book about Airbnb (The Airbnb Way, available for pre-order here), I share how to assure that you don’t let your technology fail through poor human service delivery.
Years ago, I vividly remember walking the halls of, the yet to be opened, Ronald Reagan Medical Center at UCLA. I had been hired as a customer experience consultant and was later hired to write a book about the brand titled Prescription for Excellence. As I walked through the massive and technologically advanced medical center (built at a cost in excess of $1.3 billion), then CEO of the Health System now VP of Google Health, David Feinberg noted, “We can’t let this building and it’s technology down by delivering anything less than compassionate human care which improves health, alleviates suffering, and provides random acts of kindness.”
Whether or not you run UCLA Health System or Airbnb (or list a home with Airbnb), all of us have to “make it personal” for our customers through a marriage of technology AND human service delivery.
I’d love to talk about your approach to personalization and personal care. Please use the technology of our website to contact us and I promise we will reach out to you personally!
Joseph A. Michelli, Ph.D. is a professional speaker and chief experience officer at The Michelli Experience. A New York Times #1 bestselling author, Dr. Michelli and his team consult with some of the world’s best customer experience companies.
Follow on Twitter: @josephmichelli
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