The following questions and how well a firm answers them, and implements their answers, represent the major challenges a firm will have when evolving its human touch:
• What needs do customers have as people that will most influence their decision to buy?
• What leadership behavior best creates a firm and its culture to fulfill those needs?
• What types of employees best fulfill those needs?
• What employee behavior best communicates and fulfills those needs?
• What training best enhances those employees’ innate abilities?
• What communication methods and skills best deliver the desired messages?
• What employee treatment best enhances both employee and customer fulfillment?
• What approaches best create human touch consistently across each interaction?
• What processes best deliver a consistent human touch?
• What technology approaches maximize humanness, and do not dehumanize?
Source : Costumers are People, The Human touch. John Mckean 2002
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