You Can’t Automate Your Customer Relationship

I recently wrote an article in Forbes about how three out of four customers are more loyal to your employee than your business.
This research came from OnePoll on behalf of DaySmart Software. They surveyed 2,000 Americans and found that in many businesses, customers are more loyal to the employee—so much so that almost half (48%) will follow their favorite employee if they leave to work at a competing business.
What does that mean for you? Dr. Bobby Low, co-founder of alignXM, a company that that helps its clients understand the human experiences that impact their long-term success, commented on the article and wrote, “All the more reason to make sure you can keep the talented employees you have. If they leave and take 3 out of 4 customers with them, that could be painful to a company. Are we seeing this shift more and more back to relationship-based business? I have