Search
Close this search box.

Everything that can be automated, will be automated

When you visit McDonald’s, you don’t need much human interaction, anymore. Go to a terminal, place your order, pay, pick up your meal. No need to speak even a word.

It’s much more convenient for McDonald’s, too. Three terminals easily replace one human and so they can sell faster. Plus, there’s no need to speak with annoying customers.

Everything that can be automated, most likely will.

Which makes the leverage for non-automated interaction even greater.

The crucial aspect is this: Can you provide a better experience than the automation? Can you put a smile on your customer’s faces in a way machines cannot? Can you leverage emotional labor to delight a customer in a way machines cannot (yet)?

If you can’t, your business might be in trouble sooner or later.

If you can, however, your business might be better positioned than ever.

Get Daily Insights on The Art of Communicating for Free

Read More

The ruthless audience

Audiences are ruthless. When, after a talk, someone asks an audience member: “What was the talk about?” they are going to answer with a short

Read »

The selfish speaker

The selfish speaker is still the standard approach to speaking. Selfish speakers want us to get them. As opposed to them getting us. They speak

Read »

That one message

If I forced you to remove one message from your website, which one would you remove? Why don’t you? … No, honestly now:Would removing that

Read »

Daily insights on
The Art of Communicating

Find the right words and
make a bigger impact!!
You can opt-out any time but I think you’ll really like what you get. Please see my privacy terms.