Do people still buy from people?

Is human interaction key to customer experience, well-being and success?

It occurred to me while travelling abroad with the family this summer that we underwent the whole airport experience and process with limited contact from human beings. Efficient? Yes, however a little human interaction and input goes along way these days and can add enormous value to an experience or process.

“People buy from people” customers continue to choose individuals they trust, like, and feel connected to — not just products or brands, proven by sales psychology highlighting that rapport, trust, and emotional connection strongly influence purchasing decisions and customer experience, therefore influencing repeat purchasing and going on to recommend to family and friends.

In a world that’s continually growing and amazing us with so many AI capabilities and efficiencies it’s more important than ever that we don’t lose the personal connection and touch.

Connection impacts everything, playing a significant role in our mental, emotional and physical health, social well-being, workplace success and survival.

As AI becomes increasingly embedded in our daily lives, do you think human connection is becoming more important or less important in the customer experience?