It's not about rejecting technology; it's about acknowledging its limits.
I remember when John Naisbitt first published Megatrends in 1982 and introduced the idea of high tech/high touch. He was making the case for balance between technology and human touch, and it made sense. We were starting to think about technology as a way to be more efficient, but we could not have imagined that today we'd be thinking about how to use technology to build relationships. It turns out we need John Naisbitt's wisdom more than ever.
We may not all be building legendary customer experiences like you'd find at Nordstrom, but it's worth it to think about what kinds of businesses require something that technology can't deliver. In our recruiting business, we think of it as white glove service, and as much as it's about going the extra mile, it's also about getting back to basics when it comes to what it means to be high-touch in a high-tech world. Here's how we do it:Hire for service.
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