Part 4 - The Human-Centric Approach, Key to the Customer Experience
- Marty Jalove
- Aug 27
- 6 min read
Picture this: You walk into a veterinary clinic worried sick about your puppy. Within minutes, the doctor sits on the floor, playing with your pet while discussing treatment options. Weeks later, a handwritten thank-you card arrives, signed by every single staff member. Sound too good to be true? It's not, it's the power of human-centric customer experience in action.
In Part 4 of our deep-dive series on customer experience, we're exploring what separates businesses that merely survive from those that create raving fans. The secret isn't complex technology or massive budgets. It's something far more fundamental: putting humanity back into business.

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BACON and the Customer Connection
Building remarkable customer experiences doesn't happen by accident. It requires a systematic approach that puts the customer at the heart of every decision. Meet the BACON framework, a memorable acronym that ensures every aspect of your customer experience sizzles with excellence:
Build empathy
Align with their needs
Create memorable moments
Optimize the journey
Never stop building relationships
Like adding bacon to any dish, applying these principles transforms ordinary business interactions into something extraordinary.
B - Building Empathy: The Foundation of Connection
How often do you step outside your business and experience it through your customer's eyes? Building empathy starts with this simple yet powerful exercise. Walk through your front door as a first-time visitor. What do you see? How does the signage look? Is your building welcoming or intimidating?
But empathy goes deeper than physical appearances. It's about understanding the emotional journey your customer travels. When someone calls your business, are they rushed or relaxed? Do they prefer quick, efficient service, or do they enjoy casual conversation? The magic happens when you match their energy and communication style.
Consider this breakthrough insight from Joe Janicki, insurance agency owner and customer experience enthusiast: his team's number one differentiator wasn't cutting-edge technology or rock-bottom prices. It was simply answering the phone. "The bar is so low," he reflects, "that answering the phone is like up here."
Think about that for a moment. In our digital-first world, basic human connection has become a competitive advantage. What does that tell us about the current state of customer service?

A - Aligning with Customer Needs: The Communication Code
Here's a game-changing question that every business should ask: "How would you prefer I contact you if I need to follow up; phone, text, or email?"
This single question revolutionizes customer relationships. Instead of imposing your preferred communication method, you're discovering theirs. Some customers love quick texts for simple updates. Others prefer detailed emails they can reference later. A few still enjoy good old-fashioned phone conversations.
Amazon mastered this principle brilliantly. When did you last speak to an Amazon employee? Probably never, and that's intentional. They've built systems that let customers serve themselves efficiently. Yet when you absolutely need human help, it's instantly available. They've created the perfect balance between convenience and accessibility.
The lesson? Don't force customers to adapt to your systems. Adapt your systems to serve your customers.
C - Creating Memorable Moments: The Disney Difference
Disney World represents the gold standard of customer experience. Every detail, from hidden garbage cans that blend into themed environments to specialized passes for children with learning differences demonstrates obsessive attention to customer needs.
But here's what most businesses miss: Disney's magic isn't one grand gesture. It's thousands of small, thoughtful decisions working together harmoniously. The railings change design in each themed area. Ground textures vary to match environments. Even traffic flow patterns guide guests naturally without feeling controlled.
You don't need Disney's budget to create memorable moments. Remember the veterinary clinic story? Dr. Mike's decision to sit on the floor with a sick puppy cost nothing financially but created immeasurable emotional value. That simple act of getting on the customer's level, literally and figuratively, transformed a routine visit into an unforgettable experience.
The handwritten thank-you card signed by every staff member? Minimal cost, maximum impact. It's now displayed prominently in the customer's home, a constant reminder of exceptional service.
The Personal Touch Paradox
We're living through fascinating times. Technology enables incredible convenience, self-checkout, online ordering, automated customer service. Yet many customers feel increasingly disconnected from businesses they frequent. They're craving authentic human connection more than ever.
Smart businesses recognize this paradox and respond strategically. They use technology to handle routine transactions efficiently while preserving human interaction for moments that matter most. The veterinary clinic exemplified this perfectly. They offered texting for quick questions and photo consultations, avoiding unnecessary office visits. But when the customer needed reassurance about their pet's condition, a human expert was immediately available.
O - Optimizing the Journey with Intelligence
Artificial intelligence isn't replacing human connection, it's enhancing it. Forward-thinking businesses use AI to analyze customer conversations, identify friction points, and surface insights that improve service quality.
Start simple: record customer interactions (with permission) and use AI to summarize conversations. Then ask the technology to identify opportunities for better customer experiences. You'll discover patterns and pain points you never noticed before.
But remember: AI should amplify human capabilities, not replace them. Use technology to become more responsive, more knowledgeable, and more attuned to customer needs. Never use it as a wall between you and your customers.
N - Never Stop Building Relationships
Building lasting customer relationships requires consistent effort and genuine care. It means asking customers about friction points in their experience. It means following up on commitments. It means treating each interaction as an opportunity to strengthen connection.
One powerful technique: ask customers, "If we could fix one thing about doing business with us, what would that be?" This simple question yields invaluable insights without overwhelming customers with lengthy surveys.
Analyze the responses for common themes. Are customers consistently frustrated by long hold times? Confusing website navigation? Complicated return processes? These recurring issues represent opportunities to differentiate your business from competitors who ignore such feedback.
The Stakes Have Never Been Higher
Customer expectations continue rising rapidly. The businesses that thrive understand that exceptional experience isn't optional, it's essential for survival. Customers have unlimited choices and decreasing patience for mediocrity.
But here's the encouraging truth: most businesses still deliver mediocre experiences. That creates enormous opportunity for companies willing to prioritize customer-centric thinking. When answering the phone becomes a competitive advantage, imagine what thoughtful, systematic customer experience improvements can accomplish.
Your Next Steps Start Now
Building a human-centric customer experience culture begins with one fundamental shift: viewing every interaction through your customer's eyes. Start asking better questions. Listen more intently. Act on feedback consistently.
The businesses that master these principles won't just survive the competitive marketplace—they'll dominate it. They'll create customers who become advocates, spreading positive word-of-mouth that money can't buy.
Remember, exceptional customer experience isn't about grand gestures or massive budgets. It's about countless small decisions that demonstrate you genuinely care about the people who choose to do business with you.
Ready to dive deeper into the customer experience revolution? This blog post barely scratches the surface of the insights shared in Part 4 of the Customer Experience podcast series. Listen to the full episode for detailed strategies, real-world examples, and actionable techniques you can implement immediately. Plus, discover what's coming in the remaining episodes of this transformative series.
Your customers are waiting. Your competitors are watching. The question is: will you join the human-centric revolution, or will you keep doing business as usual?
The choice and the opportunity is yours.
Part 4 - The Human-Centric Approach, Key to the Customer Experience
To learn more about Part 4 - The Human-Centric Approach, Key to the Customer Experience go to: www.MasterHappiness.com/live or “Bacon Bits with Master Happiness” on Apple Podcast, Spotify, Amazon Music, Audible, iHeart Radio or wherever you listen to your favorite podcasts.
See it on YouTube
Or catch us LIVE on "BACON BITS with Master Happiness" on 983thelife.com, Monday Night at 7:00 PM and start making your life SIZZLE!
Marty Jalove of Master Happiness is a Company Coach, Business Consultant, and Marketing Strategist that helps small businesses, teams, and individuals find focus, feel fulfilled, and have fun. He helps businesses struggling with communication issues between co-owners, staff, and customers grow a happier and healthier business.
Master Happiness stresses the importance of realistic goal setting, empowerment, and accountability in order to encourage employee engagement and retention. The winning concentration is simple: Happy Employees attract Happy Customers and Happy Customers come back with Friends.
Want to learn more about bringing more happiness into your workplace and life? Contact Master Happiness at www.MasterHappiness.com or www.WhatsYourBacon.com
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