Technology Is Good – but Don’t Lose the Personal Touch

You run a business. Large or small, one thing is for certain. Clients and customers visit your building. They check in, they check out. But what kind of impression do they get?

The personal touch, with a smile from a friendly receptionist, goes a long way towards improving your customer’s experience. But what if you have embraced so much of the latest visitor management technology, even to the extent of replacing receptionists, does that make your visitors feel less human and more like items to be processed?

Getting the balance right is a challenge, and it’s one that many business organisations are meeting by looking towards the hotel industry, contrasting the way a hotel greets its guests with the way a corporate workplace treats its visitors.

The two service scenarios are very similar. The difference is in the personal touch, otherwise known as a branded service.

A branded service can be defined as any organisation that provides a more general experience for the customer that goes beyond the pure or basic service or product on offer. In the case of a hotel, that might mean one that delivers a higher than usual level of customer service. It’s not unusual in the hotel industry, so why should it be different in the corporate world?

According to a recent Gallup poll, a branded service generates higher profits, higher customer loyalty, higher sales and above average productivity. It also delivers higher than average levels of employee engagement.

So what can your business learn from the way a hotel builds its branded service, and how can you build your own version?

To address this issue and more, NFS Technology Group have introduced a new series of three White Papers on Visitor Management. Part 2, How to create a branded service is available now. Download it here.

Luis De Souza
Luis De Souza Chief Executive Officer Posted on: May 22, 2013
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