Humanize the Shopping Experience

“People are good; robots are bad; people acting like robots are even worse.” Simon took an impromptu survey of the audience for his session, and found that about two-thirds of attendees reported higher average orders placed via the phone than online.”This shows the value your phone reps add,” he said.”Robots” such as voice menus, auto-responder e-mails, Web sites in general and automated order-tracking systems”sometimes move us farther from our customers.” He asked rhetorically: “Is today’s consumer becoming more tech-savvy because she wants to or has to? Eliminate the robots that put a barrier between you and your customer by wasting her time.”