CEO Middle East
Companies that earn strong loyalty from customers systematically teach and reward behaviours such as small acts of compassion at the right moment,” writes Bao-Viet Lê, Partner at management consultancy, Bain & Company Middle East.
As digitalisation continues its stratospheric, turbo-charged evolution, it’s easy to think that the human touch is becoming less and less relevant in our daily interactions with businesses. Heck – with each other.
Nothing could be farther from the truth of course. It’s something that is a cornerstone of ultra-luxury.
An industry that’s also evolving fast to meet the requirements of discerning clients with formidable spending power – the personal touch is non-negotiable for this demographic, and we’ve got the team at Marriott and Quintessentially sharing insights into how they’ve united to offer a truly bespoke experience to this demanding, discerning segment.
Although digital technology has replaced face-to-face interaction at a staggering rate, it is those moments when a human interaction happens that are proving to be more crucial than ever. Get them right, and you retain customer loyalty, elevate your brand’s reputation and create connection. The insights shared by Bain are thought-provoking and relatable at a personal level – we’ve all experienced the searing frustration of digital done wrong, and if there isn’t a responsive and empathetic human being beyond the computer says no moment, then your brand rep can slide into the trash quicker than the stonecold pizza your delivery subcontractor just delivered. See what the experts have to say on page 10.
With a shifting world demanding that we unite future technology and innovation with our very best existing practices and strengths, the world of investment has also experienced a seismic shift.
I’m delighted that leading investment banker Racha Al Khawaja has shared some of her insights into alternative investments with CEO this month. A preeminent voice in her industry, she is a champion for demystifying jargon, straight talking, and seriously impressive results – bringing a much needed human touch to her industry that yet again underscores how vitally important this approach really is.
Finally, our cover star this month, Areej Mohsin Darwish, is a leader whose commitment to transparent leadership has seen her expand a diverse business empire. “Leaders can significantly impact the lives of others and good communication is absolutely fundamental. Cooperation and participation works best for me as it creates a more engaged workforce and a strong sense of organisational identity.” It’s a recurring theme in companies where the workforce is engaged and empowered, and where its clients and customers feel connected and valued.
How do you encourage the human touch in your culture? Drop us a line and let us know – we would to love to share your success with others.
NOTHING IS MORE POWERFUL THAN THE HUMAN TOUCH