As business collaboration technologies become more complex, interactive and reach further, can face-to-face meetings survive and how should organisations plan their customer lifecycle interactions?
The cost pressure for organisations to offer fully automated robotic workflow automation with self-service is huge. Some feel that this should be the only customer option (particularly for low cost services), but others recognise customer frustration with such constraints preferring instead a spectrum of communication methods to accommodate the changing choices of prospective and current customers.
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We all know that travelling to meetings is expensive and time consuming versus online, so what role should face-to-face meetings play?
1. Clearly communicating goals and objectives
Face-to-face meetings allow for clearer communication than over telephone, IM chat, forms-driven or email methods of contact. In addition to being able to read facial expressions, body language and inflection, face-to-face meetings (whether remote or physically together) often end up being more positive - and considered more credible than other online conversations.
Without non-verbal cues, one also risks misinterpreting information. In fact, 60% of people regularly misread tone or message when communicating via email or phone.
Net? Talking trumps typing.
2. Bonding and relationship building
3. Millennials aren’t anti-social!
4. Face-to-face meetings are more focused and more productive
5. Technology helps improve our ability to meet, not replace it.
6. Smart Meeting technologies as alternatives to physical co-location
Face-to-Face is best for some, but not all, uses
What impact do virtual F2F Meetings have versus in-person?
Face-to-Face will always matter. It’s the winners that will use the optimum mix of physical in-person meetings with web-based Smart Meetings for essential face-to-face interactions as part of enhancing relationships within an overall multi-channel approach to revenue generation, cost control and lifetime customer value.
Icon understands what it takes to succeed. For tips on optimum web-meeting environmental set-up, including training in body language, visual clarity and persuasiveness, contact us.