{"id":7019,"date":"2024-06-20T21:38:01","date_gmt":"2024-06-20T19:38:01","guid":{"rendered":"https:\/\/proweb.p.blends.be\/?p=7019"},"modified":"2025-05-16T16:18:11","modified_gmt":"2025-05-16T14:18:11","slug":"blog-the-human-touch-more-than-ever-the-key-to-customer-loyalty","status":"publish","type":"post","link":"https:\/\/pointerpro.com\/blog\/the-human-touch-more-than-ever-the-key-to-customer-loyalty\/","title":{"rendered":"The human touch, more than ever the key to customer loyalty"},"content":{"rendered":"\n<style>\n    #section-Z2d2hMx {\n        padding-top: 2.8rem;\n        padding-bottom: 6rem;\n    }\n\n    @media (min-width:1024px ) {\n        #section-Z2d2hMx {\n        ;\n        ;\n        }\n    }\n\n    <\/style>\n\n<!-- if container is fluid -->\n<div class=\"full-width\" style=\"position: relative; opacity: 100%; background-color: #421f3c;\">\n    <div class=\"container-xl lazyblock-section lazyblock-section-Z2d2hMx-container  #421f3c custom-padding \" id=\"section-Z2d2hMx\"\n    style=\"opacity: 100%; background-color: #421f3c;\">\n                            <div class=\"section-bg-color\"\n                 style=\"opacity: 100%;\"><\/div>\n                <div class=\"row justify-content-center px-0 mx-0\">\n                <div class=\"col-lg-10 px-0 custom-padding row\">\n                    \n\n<style>\n    #heading-NVrQU .heading h1 {\n        color: #ffffff;\n        font-size: 3.125rem;\n        line-height: 4rem !important;\n    }\n\n    #heading-NVrQU {\n        margin-top: 0rem;\n        margin-bottom: 2rem;\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        #heading-NVrQU {\n            margin-left: 0;\n            margin-right: 0;\n        }\n\n        .single #heading-NVrQU .heading h1 {\n            line-height: 3rem !important;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-heading-1-container lazyblock-heading-1-NVrQU  px-0\" id=\"heading-NVrQU\">\n    <div class=\"row heading lazyblock-heading-1 justify-content-start  lazyblock-heading-1-NVrQU\">\n        <div class=\"col-12 col-lg-12 text-start \">\n            <a class=\"heading-1-anchor heading-anchor\" id=\"the-human-touch-more-than-ever-the-key-to-customer-loyalty\"><\/a>\n            <h1>The human touch, more than ever the key <br>to customer loyalty<\/h1>\n        <\/div>\n    <\/div>\n<\/div>\n\n\n\n<style>\n    #heading-ZjhnMQ .heading h2 {\n        color: #f5f5f5;\n        font-size: 1.25rem;\n        line-height: 1.5rem !important;\n    }\n\n    #heading-ZjhnMQ {\n        margin-top: 0rem;\n        margin-bottom: 0rem;\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        #heading-ZjhnMQ {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-heading-2-container lazyblock-heading-2-ZjhnMQ date-and-author-container px-0\" id=\"heading-ZjhnMQ\">\n    <div class=\"row heading lazyblock-heading-2 justify-content-start date-and-author lazyblock-heading-2-ZjhnMQ\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <a class=\"heading-2-anchor heading-anchor\" id=\"written-april-26-2023-by-stefan-debois\"><\/a>\n            <h2>Written April 26, 2023, by Stefan Debois<\/h2>\n        <\/div>\n    <\/div>\n<\/div>\n\n                <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n<!-- end -->\n\n<!-- if container is MD -->\n<!-- end -->\n\n\n\n\n<style>\n    #section-hgwuz {\n        padding-top: 2.8rem;\n        padding-bottom: 2.8rem;\n    }\n\n    @media (min-width:1024px ) {\n        #section-hgwuz {\n        ;\n        ;\n        }\n    }\n\n    <\/style>\n\n<!-- if container is fluid -->\n<div class=\"full-width\" style=\"position: relative; opacity: 100%; background-color: #ffffff;\">\n    <div class=\"container-xl lazyblock-section lazyblock-section-hgwuz-container  #ffffff custom-padding \" id=\"section-hgwuz\"\n    style=\"opacity: 100%; background-color: #ffffff;\">\n                            <div class=\"section-bg-color\"\n                 style=\"opacity: 100%;\"><\/div>\n                <div class=\"row justify-content-center px-0 mx-0\">\n                <div class=\"col-lg-10 px-0 custom-padding row\">\n                    \n\n<style>\n    .lazyblock-content-11szyA p,\n    .lazyblock-content-11szyA p a,\n    .lazyblock-content-11szyA h1,\n    .lazyblock-content-11szyA h2,\n    .lazyblock-content-11szyA h3,\n    .lazyblock-content-11szyA h4,\n    .lazyblock-content-11szyA h5 {\n        color: ;\n    }\n\n    #content-11szyA {\n        margin-top: 0rem;\n        margin-bottom: 0rem;\n    }\n\n    #content-11szyA {\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        .p-0 {\n            padding: 1rem !important;\n        }\n        #content-11szyA {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-content-container lazyblock-content-11szyA-container   \"\n     id=\"content-11szyA\">\n    <div class=\"row lazyblock-content justify-content-start  lazyblock-content-11szyA\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <div class=\"elementor-element elementor-element-5af3d987 elementor-widget elementor-widget-text-editor\" data-id=\"5af3d987\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n<div class=\"elementor-widget-container\">\n<div class=\"elementor-element elementor-element-5af3d987 elementor-widget elementor-widget-text-editor\" data-id=\"5af3d987\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n<div class=\"elementor-widget-container\">\n<p><strong>It may sound strange coming from a software company founder, but digitalization has\u00a0<\/strong><strong>gone too far in many areas nowadays. And that means there are opportunities for\u00a0<\/strong><strong>companies that find the right balance between technology and the human touch. Not\u00a0<\/strong><strong>only can they boost their employees\u2019 job satisfaction, but they can also win customers\u00a0<\/strong><strong>back from big but anonymous companies.<br \/><\/strong><br \/>In recent weeks, I have regularly read cries of distress from business leaders desperate for talent. Attracting and keeping employees on board remains the number one challenge for many companies during difficult economic times. Digitalization can help those companies. After all, computers free us from boring, repetitive tasks and monotonous, mind-numbing work. The increasingly scarce talent can therefore take on challenging, meaningful tasks with which they can really make a difference for customers and colleagues.<br \/><br \/>Companies that use digital tools in the right way can impact happiness at work: digitalization can enhance the autonomy, engagement, and competencies of their employees. Technology can even lower the barrier to talking about mental well-being. For example, a <a href=\"https:\/\/pointerpro.com\/survey-maker\" target=\"_blank\" rel=\"noopener\">digital survey<\/a>\u00a0can detect psychological complaints at an early stage, allowing employers to start the conversation one-on-one or refer people to professional help.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>        <\/div>\n    <\/div>\n<\/div>\n\n                <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n<!-- end -->\n\n<!-- if container is MD -->\n<!-- end -->\n\n\n\n\n<style>\n    #section-AX5Fd {\n        padding-top: 2.8rem;\n        padding-bottom: 1.8rem;\n    }\n\n    @media (min-width:1024px ) {\n        #section-AX5Fd {\n        ;\n        ;\n        }\n    }\n\n    <\/style>\n\n<!-- if container is fluid -->\n<div class=\"full-width\" style=\"position: relative; opacity: 100%; background-color: #f5f5f5;\">\n    <div class=\"container-xl lazyblock-section lazyblock-section-AX5Fd-container  #f5f5f5 custom-padding \" id=\"section-AX5Fd\"\n    style=\"opacity: 100%; background-color: #f5f5f5;\">\n                            <div class=\"section-bg-color\"\n                 style=\"opacity: 100%;\"><\/div>\n                <div class=\"row justify-content-center px-0 mx-0\">\n                <div class=\"col-lg-10 px-0 custom-padding row\">\n                    \n\n<style>\n    .lazyblock-content-Z2ihY2Q p,\n    .lazyblock-content-Z2ihY2Q p a,\n    .lazyblock-content-Z2ihY2Q h1,\n    .lazyblock-content-Z2ihY2Q h2,\n    .lazyblock-content-Z2ihY2Q h3,\n    .lazyblock-content-Z2ihY2Q h4,\n    .lazyblock-content-Z2ihY2Q h5 {\n        color: ;\n    }\n\n    #content-Z2ihY2Q {\n        margin-top: 0rem;\n        margin-bottom: 1rem;\n    }\n\n    #content-Z2ihY2Q {\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        .p-0 {\n            padding: 1rem !important;\n        }\n        #content-Z2ihY2Q {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-content-container lazyblock-content-Z2ihY2Q-container   \"\n     id=\"content-Z2ihY2Q\">\n    <div class=\"row lazyblock-content justify-content-start  lazyblock-content-Z2ihY2Q\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <h2><span style=\"font-size: 36px; color: #421f3c;\">The digital pendulum is swinging too far<\/span><\/h2>        <\/div>\n    <\/div>\n<\/div>\n\n\n\n<style>\n    .lazyblock-content-d7uNR p,\n    .lazyblock-content-d7uNR p a,\n    .lazyblock-content-d7uNR h1,\n    .lazyblock-content-d7uNR h2,\n    .lazyblock-content-d7uNR h3,\n    .lazyblock-content-d7uNR h4,\n    .lazyblock-content-d7uNR h5 {\n        color: ;\n    }\n\n    #content-d7uNR {\n        margin-top: 0rem;\n        margin-bottom: 0rem;\n    }\n\n    #content-d7uNR {\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        .p-0 {\n            padding: 1rem !important;\n        }\n        #content-d7uNR {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-content-container lazyblock-content-d7uNR-container   \"\n     id=\"content-d7uNR\">\n    <div class=\"row lazyblock-content justify-content-start  lazyblock-content-d7uNR\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <div class=\"elementor-element elementor-element-24e8e387 elementor-widget elementor-widget-text-editor\" data-id=\"24e8e387\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n<div class=\"elementor-widget-container\">\n<p>This example illustrates the importance of balancing digital technology and the human touch. Finding the right balance isn\u2019t easy, and we currently see the pendulum swinging too far in many sectors. Bank branches are disappearing. In their place, you now get a polite e-mail in which the bank asks you to pay extra for personalized assistance. \u2018You want to meet with a human being? You\u2019ll have to pay first.\u2019 The rule has become the exception. Services taken for granted in pre-digital times have now become a more expensive premium service.<br \/><br \/>The tech giants that have deeply penetrated our lives are taking things a step further. They are anonymous black boxes where you never see a human being. Even for B2B customers who spend thousands of euros a month (like ourselves), Google and Amazon do not provide a dedicated contact.<br \/><br \/>Rampant digitalization offers other companies opportunities. That\u2019s the paradox of digitalization: the more we are surrounded by technology, the more the rare human touch begins to stand out. I see banks that are starting to row against the tide and opening new branches you can call directly. I see companies in the energy sector and telecommunications that are quickly strengthening their customer service because their aloof chatbot is costing them customers.<br \/><br \/><\/p>\n<\/div>\n<\/div>\n<div class=\"elementor-element elementor-element-22dea5e elementor-widget elementor-widget-image\" data-id=\"22dea5e\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n<div class=\"elementor-widget-container\">\n<p><img decoding=\"async\" class=\" wp-image-17068\" title=\"SURVEYxANYPLACExZAVENTEM+ANTWERP 172\" src=\"https:\/\/pointerpro.com\/wp-content\/uploads\/SURVEYxANYPLACExZAVENTEMANTWERP-172.webp\" alt=\"SURVEYxANYPLACExZAVENTEM+ANTWERP 172\" width=\"798\" height=\"960\" \/><\/p>\n<\/div>\n<\/div>\n<div>\u00a0<\/div>\n<div>\u00a0<\/div>        <\/div>\n    <\/div>\n<\/div>\n\n                <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n<!-- end -->\n\n<!-- if container is MD -->\n<!-- end -->\n\n\n\n\n<style>\n    #section-czMkf {\n        padding-top: 2.8rem;\n        padding-bottom: 1.8rem;\n    }\n\n    @media (min-width:1024px ) {\n        #section-czMkf {\n        ;\n        ;\n        }\n    }\n\n    <\/style>\n\n<!-- if container is fluid -->\n<div class=\"full-width\" style=\"position: relative; opacity: 100%; background-color: #ffffff;\">\n    <div class=\"container-xl lazyblock-section lazyblock-section-czMkf-container  #ffffff custom-padding \" id=\"section-czMkf\"\n    style=\"opacity: 100%; background-color: #ffffff;\">\n                            <div class=\"section-bg-color\"\n                 style=\"opacity: 100%;\"><\/div>\n                <div class=\"row justify-content-center px-0 mx-0\">\n                <div class=\"col-lg-10 px-0 custom-padding row\">\n                    \n\n<style>\n    .lazyblock-content-ZjkS5d p,\n    .lazyblock-content-ZjkS5d p a,\n    .lazyblock-content-ZjkS5d h1,\n    .lazyblock-content-ZjkS5d h2,\n    .lazyblock-content-ZjkS5d h3,\n    .lazyblock-content-ZjkS5d h4,\n    .lazyblock-content-ZjkS5d h5 {\n        color: ;\n    }\n\n    #content-ZjkS5d {\n        margin-top: 0rem;\n        margin-bottom: 1rem;\n    }\n\n    #content-ZjkS5d {\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        .p-0 {\n            padding: 1rem !important;\n        }\n        #content-ZjkS5d {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-content-container lazyblock-content-ZjkS5d-container   \"\n     id=\"content-ZjkS5d\">\n    <div class=\"row lazyblock-content justify-content-start  lazyblock-content-ZjkS5d\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <h2><span style=\"font-size: 36px; color: #421f3c;\">Creativity and intuition<\/span><\/h2>        <\/div>\n    <\/div>\n<\/div>\n\n\n\n<style>\n    .lazyblock-content-Z1jgL8J p,\n    .lazyblock-content-Z1jgL8J p a,\n    .lazyblock-content-Z1jgL8J h1,\n    .lazyblock-content-Z1jgL8J h2,\n    .lazyblock-content-Z1jgL8J h3,\n    .lazyblock-content-Z1jgL8J h4,\n    .lazyblock-content-Z1jgL8J h5 {\n        color: ;\n    }\n\n    #content-Z1jgL8J {\n        margin-top: 0rem;\n        margin-bottom: 0rem;\n    }\n\n    #content-Z1jgL8J {\n        margin-left: auto;\n        margin-right: auto;\n    }\n\n    @media (max-width: 768px) {\n        .p-0 {\n            padding: 1rem !important;\n        }\n        #content-Z1jgL8J {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-content-container lazyblock-content-Z1jgL8J-container   \"\n     id=\"content-Z1jgL8J\">\n    <div class=\"row lazyblock-content justify-content-start  lazyblock-content-Z1jgL8J\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <div class=\"elementor-element elementor-element-531b29ab elementor-widget elementor-widget-heading\" data-id=\"531b29ab\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n<div class=\"elementor-widget-container\">\n<div class=\"elementor-element elementor-element-531b29ab elementor-widget elementor-widget-heading\" data-id=\"531b29ab\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n<div class=\"elementor-widget-container\">\n<p>Transferring information, with all its nuances, is still faster from person to person. You can change a password with that chatbot, but for complex problems, consumers still want to see or speak to a human being. Giving customers access to people, who in turn have access to digital systems: that\u2019s the key to customer relations in these technological times. Most online reviews in my own company are not about the product; they\u2019re about our people.<\/p>\n<p>Invest in strengthening the human relationship with your customer, and you will win in more than\u00a0one way in the long run. No machine can compete with human creativity and intuition.<\/p>\n<\/div>\n<\/div>\n<\/div>\n<\/div>        <\/div>\n    <\/div>\n<\/div>\n\n                <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n<!-- end -->\n\n<!-- if container is MD -->\n<!-- end -->\n\n\n\n\n<style>\n    #section-xyxh0 {\n        padding-top: 0rem;\n        padding-bottom: 2.8rem;\n    }\n\n    @media (min-width:1024px ) {\n        #section-xyxh0 {\n        ;\n        ;\n        }\n    }\n\n    <\/style>\n\n<!-- if container is fluid -->\n<div class=\"full-width\" style=\"position: relative; opacity: 100%; background-color: #ffffff;\">\n    <div class=\"container-xl lazyblock-section lazyblock-section-xyxh0-container  #ffffff custom-padding \" id=\"section-xyxh0\"\n    style=\"opacity: 100%; background-color: #ffffff;\">\n                            <div class=\"section-bg-color\"\n                 style=\"opacity: 100%;\"><\/div>\n                <div class=\"row justify-content-center px-0 mx-0\">\n      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<div class=\"container-md px-0\">\n                        <div class=\"row lazyblock-content justify-content-start\">\n                            <div class=\"col-12 col-lg-12 text-start ps-4\">\n                    \n\n<style>\n    #heading-ZvLLaC .heading h2 {\n        color: #ffffff;\n        font-size: 2rem;\n        line-height: 2.5rem !important;\n    }\n\n    #heading-ZvLLaC {\n        margin-top: 2rem;\n        margin-bottom: 2rem;\n        margin-left: 0rem;\n        margin-right: 0rem;\n    }\n\n    @media (max-width: 768px) {\n        #heading-ZvLLaC {\n            margin-left: 0;\n            margin-right: 0;\n        }\n    }\n<\/style>\n\n<div class=\"container-md lazyblock-heading-2-container lazyblock-heading-2-ZvLLaC  px-0\" id=\"heading-ZvLLaC\">\n    <div class=\"row heading lazyblock-heading-2 justify-content-start  lazyblock-heading-2-ZvLLaC\">\n        <div class=\"col-12 col-lg-12 text-start\">\n            <a class=\"heading-2-anchor heading-anchor\" id=\"create-your-own-assessment-for-free\"><\/a>\n            <h2>Create your <br>own assessment <br>for free!<\/h2>\n        <\/div>\n    <\/div>\n<\/div>\n\n\n<div class=\"row lazyblock-cta w-100\">\n    <div class=\"col-lg-12 text-start\">\n        <a class=\"btn btn-primary  \" href=\"https:\/\/app.pointerpro.com\/register?trial=true&amp;plan=professional\" target=\"_self\">Get started today<\/a>\n    <\/div>\n<\/div>\n\n                            <\/div>\n                        <\/div>\n                    <\/div>\n                <\/div>\n            <\/div>\n        <\/div>\n        <div class=\"image-wrapper col-lg-4 order-2\">\n            <div class=\"d-flex  h-100\">\n                                                                    <img decoding=\"async\" class=\"on-the-fly-ZsQap8\" src=\"https:\/\/pointerpro.com\/wp-content\/uploads\/cta-banner.png\"\n                         alt=\"\" title=\"\"\/>\n                            <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n\n<script>\n    document.addEventListener(\"DOMContentLoaded\", function() {\n        var containers = document.querySelectorAll('.lazyblock-content-image-container');\n\n        function checkViewport() {\n            var screenWidth = window.innerWidth;\n            if (screenWidth > 320 && screenWidth <= 768) {\n                containers.forEach(function(container) {\n                    container.classList.remove('px-0', 'mx-0');\n                });\n            } else {\n                containers.forEach(function(container) {\n                    container.classList.add('px-0', 'mx-0');\n                });\n            }\n        }\n\n        checkViewport();\n\n        window.addEventListener('resize', checkViewport);\n    });\n\n<\/script>\n            <\/div>\n        <\/div>\n    <\/div>\n<!-- end -->\n\n\n                <\/div>\n        <\/div>\n    <\/div>\n<\/div>\n<!-- end -->\n\n<!-- if container is MD -->\n<!-- end -->\n\n\n\n\n<style>\n    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font-size: 24px;\">Recommended reading<\/span><\/p>        <\/div>\n    <\/div>\n<\/div>\n\n\n<div class=\"container-md lazyblock-teasers \">\n\n    \n    \n            <div class=\"row-wrapper child row row-cols-1 row-cols-lg-2 row-cols-xl-3 grid-gutter\" id=\"content_1w1IG6\">\n                                                <div class=\"col pb-5\">\n                        <div class=\"card h-100 px-0 recommended-posts\">\n    <div class=\"recommended-item-wrapper\">\n        <div class=\"recommended-item-card\">\n                            <div class=\"recommended-item-img-wrapper\">\n                    <img decoding=\"async\" src=\"https:\/\/pointerpro.com\/wp-content\/uploads\/The-CONSULT-pathway-for-scaling.jpg\" class=\"recommended-item-img\" alt=\"How to scale consulting expertise with online tools: The CONSULT pathway\">\n                <\/div>\n                        <div class=\"recommended-item-body flex-column h-100\">\n                <div 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