Episode #178 of Sweet Buzz – Scaling a Digital B2B Business, “Self-Service Or A Personal Approach: Which One Is Right For You?”
There is a significant difference between self-service and a more personal approach. And I have a real-life example of it. When we arrived at our stay in Zagreb, Croatia, we received text messages with codes to access our apartments. A very modern, but cold approach towards customers. On the other hand, our stay at a family-owned hotel, near the 'Plitvice Lakes' was one of the warmest stays I have ever experienced. Their approach was focused on providing the best customer experience, where the family was putting effort into engaging with their customers.
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