After years of Zoom and Google Meet calls and rapid advances in technologies like AI, our leadership team decided it was time to get back to what truly matters, face-to-face connections. So, we hit the road to visit some of our most valued clients.
What we discovered reminded us of the “good old days” when sitting across the table, sharing stories and laughter, and collaborating in person was the norm. Each visit was filled with appreciation, partnership, and genuine connection. We love our customers, and they love us right back.
It brought to mind that classic 2011 United Airlines commercial where the CEO tells his team they’ve lost touch with their customers and need to visit every one of them. Inspired by that same sentiment, we set out for the Midwest to meet several of our nonprofit partners, all in different stages of developing their Customer Experience Portals.
And here’s what we learned.
What We Discovered
1. Personal interaction still matters.
Our clients were thrilled to sit down and have open, thoughtful discussions. As convenient as Zoom is, there’s simply no replacement for the trust and energy that come from being in the same room.
2. We’ve earned their trust and their gratitude.
Every client we met had originally come to us after being let down by a previous web developer. They needed a partner they could count on, and we delivered. But even with great relationships, we found that many clients weren’t aware of the full range of services we offer, creating new opportunities to help them grow.
3. Transparency builds lasting partnerships.
Managing expectations and being upfront about process, scope, and timelines are key to long term success. Our clients appreciate honesty and clarity. It’s what sets us apart.
4. AI was top of mind for everyone.
Artificial Intelligence dominated the conversation, and we came prepared with answers. We showed how AI can be a powerful tool to enhance productivity, streamline customer service, and optimize content. With the right cybersecurity measures, AI can safely boost efficiency through intelligent chatbots, ChatGPT assisted editing, and automated meta tag optimization.
5. The Internet is evolving fast.
Traditional web traffic is shifting downward as AI tools consume organic search results. Businesses now need to adapt with new strategies like Generative Engine Optimization (GEO), Artificial Intelligence Optimization (AIO), and modern SEO, focusing on structured data and longtail search phrases. Google is still a big part of the equation, but the rules have changed.
6. Accessibility is no longer optional.
ADA compliance is now mainstream. Lawsuits for non-compliance are rising, especially in ecommerce sites. While automated “accessibility agents” claim quick fixes, they rarely meet WCAG standards. Every site we build is ADA-ready, but true compliance requires proper tools and human review.
The Takeaway
Our visits ended with smiles, laughter, and hugs. The kind of genuine connection that no video call can replace. These meetings reminded us why our customers stay with us for years, even decades. One of the organizations we visited has been with CommonPlaces for sixteen years based on a partnership built on trust, transparency, and shared success.
I couldn’t be prouder of our team and how we conduct business. So, here’s my advice: go visit your customers.
That personal connection, the handshake, the shared laugh, the human moment can’t be replicated over a screen. You’ll not only learn more about them, but also about yourself and your business.
