Face to face communication the challenge and the upside

Face to face communication the challenge and the upside

Alistair Agnew |October 9 2013 3 min

All the research we see shows that around 70% of all sales will be concluded face to face. That’s estimated to be worth as much as €15-20 billion in the finance sector alone. The research is from EFMA McKinsey.

In retail there is a wave of data that points to customers wanting to collect their goods in person. And when the retailer gets it right, the customers stay in the store and buys more. As we know, 60 to 90% of buying decisions are made in store.

And when it comes to health, well face to face and relaxed well cared for patients are essential.

So, face to face, service is a vital part of the service mix and very much alive today. It’s a challenge to do well but the upside is immense.

Face To Face communication

Face to face, for me, starts with some really basic things. For example, consider how you personally desire service. Look at the subject through your own eyes and therefore the lense of your customers. We are all customers and we all demand good service.

No matter how great the information super highway is, human beings will always seek interaction with fellow man. The route to success is to harness that fact and match it with great customer services and experience.

The challenge is to deliver great customer experiences not just in-store but across all channels and deliver the customer into the branch, where such a huge level of sales get closed. And they do it seamlessly.

Simply put, talking to your customers drives more business and people want to talk to people, face to face.

There are a lot of techniques that can be applied to make the link from the online world to the real service world.

Talk to me…..

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Alistair Agnew

Alistair Agnew

PR Director Qmatic UK, 2007-2017.

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