How the Touch Screen Age is Negatively Impacting our Customer Service

Today we are all living in the “Touch-Screen Age.” This includes baby boomers as well as millennials, although many think of the younger generation as being the most tech savvy, virtually no one has been left out. Members of every age group now use smartphones, social media, iPads, and computers. These devices are necessary parts of our lives, and although they make many things easier or more useful, when they are overused, they can negatively impact human interaction and, more importantly, our emotional state.

One result of the Touch-Screen Age is that we have significantly fewer face-to-face interactions, and when we lack those interactions, our people skills begin to erode. The pandemic accelerated all of this.

As Dr. Manfred Spitzer noted in his book Digital Dementia: What We and Our Children Are Doing to Our Minds, “When you use the computer, you outsource your mental activity. The more time you spend with screen media, the less your social skills will be.”

“Connect” and “Connection” Are Not the Same Thing

It is ironic that “social media” dramatically increases “social isolation” due to a lack of real contact and connectedness with other people. This is strongest among younger people who use technology the most. “That’s because people crave human connection but nonetheless find it easier and simpler to turn to a device than to have a nor- mal conversation,” says Dan Schawbel in his book Back to Human. “As a result, people feel they are getting their dose of social interaction. But in reality, they are missing out on forming real relationships, which is causing isolation and depression.”

Nothing will ever replace looking directly into someone else’s eyes and making a genuine connection. “Connect” and “connection” are not the same thing. The number of Facebook friends we have does not equal the number of relationships we have built. Social capital cannot be measured in likes and shares. While technology is constantly changing and improving to help us stay in touch with others, it will always be live, physical, real-time human interaction that builds trust and strong relationships and is the most mutually rewarding.

“If our increasing tendency to hide behind screens and devices instead of investing in our relationships is weakening our ability to achieve work and life satisfaction,” says Schawbel, “what’s the solution? Surely, it’s to get back to being more human.”


*4 Spots Remain for July’s Customer Experience Coach Camp


Navy Seal Alden Mills Keynoting the 2021 Customer Service Revolution

We are so thrilled to announce that Alden Mills will be speaking at this year’s Customer Service Revolution. Alden Mills is the bestselling author of Be Unstoppable and Unstoppable Teams and a keynote speaker. His acronym for successful leadership practices, C.A.R.E, is described in Unstoppable Teams. Alden has experience leading dynamic teams as a nationally recognized rower and three-time Navy SEAL platoon commander. After his time in the Navy, he led his first company, Perfect Fitness, to over $90 million in sales in just three years. Now, Alden helps inspire other teams like Lennox International, Marriott, and USAA to be unstoppable.

CSR Ep046 FB Feature, The DiJulius GroupPODCAST Episode 046: The Relationship Economy (part 1)

On this week’s podcast, it is Jess Pischel, Customer Experience Consultant for The DiJulius Group and Dean of the Customer eXperience Executive Academy who interviews John DiJulius on his latest book The Relationship Economy: Building Stronger Customer Connections in the Digital Age. This is part 1 of 2 episodes. Listen to Podcast 46



customer service training4 Spots Remain for July’s Customer Experience Coach Camp

Have you ever dreamed of owning your own business and making a significant impact? Maybe it is time you become a licensed Customer Experience Coach—register for July’s Coach Camp, July 26-29, 2021.   


In July, The DiJulius Group is holding their third CX Coach Camp, training passionate CX (Customer Experience) Coaches. These entrepreneurs will be licensed to train businesses on the exact same methodology that has been used with the best customer service companies from all over the world, to start their own six figure coaching business.

Register for the 2021 Customer Service Revolution Oct 5-6, Cleveland Ohio

We are offering both in-person and virtual options for the two-day 2021 Customer Service Revolution. For the ultimate experience and peace of mind of our in-person attendees, we will take every safety precaution. As a result, we will be limiting the number of in-person tickets that we can sell. Our virtual tickets will also provide access to every speaker that the in-person event will.

Your future success will be around the customer experience strategy and the percent of customers you create that cannot live without your company.

customer service online training

About The Author

John DiJulius

John R. DiJulius is a best-selling author, consultant, keynote speaker and President of The DiJulius Group, the leading Customer experience consulting firm in the nation. He blogs on Customer experience trends and best practices.