Having skill sets and competencies is great, but a business has to be trustworthy and likable.
The first point of contact is so important to encourage momentum of any relationship. Humans form relationships with other humans – even within brands. That’s why advertisers use actors and ambassadors that reflect their target demographic.
As automation expands from checking in visitors to conversations with bots, the first human touch is something that we will always champion. Beth Kirby is our Front Of House Co-Ordinator and takes responsibility for the visitor experience.
This is the type of person who becomes a brand ambassador for a business whilst others move away to automation services. When we have a visitor to our head office, the company’s character has to be reflected when people arrive.
Beth says, “The first impression, whether on the phone, or in person, is so important. When communicating with others it relies on relaying information throughout the day, so everything flows.”
“It all comes down to customer service and people getting on with each other, both internally and externally. If I am that first point of contact, that’s great.”
Regardless of the issues that you may encounter when using tech to make the first impression, customers will be more likely to form positive relationships with a brand that has a human interaction to start with as it’s easier to empathise with and feel prioritised by another human being.
Even when clients have a heavy focus on digital experiences for their customers, we always look for opportunities within the retail or commercial design to integrate crucial points of human interaction.
To discuss how you can integrate human first impressions into your design, get in touch with our team.
May represents a month we celebrate these unsung heroes of any business. It represents companies becoming familiar with each other. If one person holds the baton, they represent every facet of a company’s identity that binds everything and everyone together.