Appreciate Quote by Ron Kaufman
“Don't let high-speed completely replace high-touch. Your customers may appreciate both.”
About This Quote
Source Book: The Service Profit Chain, Ron Kaufman, 2005
Balancing efficient technology with personal interaction preserves customer satisfaction and loyalty.
In simple terms: Tech speed should not replace human contact.
Key Takeaway
Combine automation with personal service.
Themes
customer service
technology
human touch
balance
Mood
thoughtful
strategic
Type
advisory
practical
When to use this quote
- retail
- banking
- healthcare
- online support
- B2B services
Key Concepts
service design
automation
empathy
Questions to Reflect On
- How can you integrate personal touches into automated processes?
- What moments benefit most from human interaction?
A Different Perspective
Over‑reliance on speed can erode trust and reduce perceived value.
