Physical, Verbal and Cyber Handshakes

In business we shake hands, always have done, probably always will. But face to face meetings are becoming rarer these days replaced by the phone and email. We know how to shake hands physically – it’s easy but what about on the phone or in email. I’ll show you. On the phone. “That’s right Mr Khan, I’ll be able to help you with your query, but before we do that let me introduce myself, I’m Sanjay, very good to meet you” On email “Dear Paul, thank you for your email.…

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Are your processes destroying your customer service?

Customer service is different to customer care. Customer service is the process in which you handle your customers and often these processes can destroy the experience you want your customer to have. A friend of mine was travelling on business recently and arrived at the airport less his baggage. Not to worry, said the airline, it’ll be along on the next flight in and we’ll send it straight over to your hotel so you can wake up with your bags. True to their word the bag was delivered to the…

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Virtual Reality and the Future of Communications

Facebook has just spent $2 Billion on Oculus, Google is backing a secretive new company called Magic Leap and Microsoft has developed an impressive new system called HoloLens. And what are they all producing? Virtual Reality devices so users can immerse themselves in a virtual world. A big failure in the 1990’s but now seems ready to revolutionise all aspects of human interaction. Maybe a few years’ away once the cost comes down but the implications for sales and sales coaching are immense, a real game changer. And time for…

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