Human engagement matters.

In the emerging value economy of the twenty-first century, consumers are not making decisions based on the number of defects a product or service has, or even its quality. On the other hand, if they do not feel engaged in a friendly, helpful way, they will take their business elsewhere—or their health and well-being will suffer.

With other factors largely standardized across the board, it is value that drives behavior. Organizations and their built environments must provide valuable features, easy-to-use processes, excellent customer service, and, above all, human engagement. Consumers will be healthier and happier, and organizations more successful, when spaces and processes are people-centered.