What new techniques are being used to develop customer relationships when delivering remotely?
This is a question that came out of our interactive member to member session on "extreme remote services." Companies are concerned it will be harder to build personal relationships with customers when delivering remotely.
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I’m surprised no one has responded, but then again, maybe there isn't anything new. For me personally, there is a world of difference on my ability to connect on Zoom when everyone else has their video off.
Something that I've transfered from the physical world to the virtual is scheduling short sessions with customers to discuss shared interests like the new Star Wars installation at Disneyland or the current meta in Hearthstone or what life is like with a new puppy, things that would have happened at a conference or after an inperson customer meeting.
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@Thomas Lah One thing that I'm particularly fond of is our cleverbridge B2B Round Table that we organized for renewals, ecommerce, and digital transformation execs. It's been a valuable ongoing forum for peer-to-peer sharing and community. We've conducted these over BlueJeans video conferencing. These have typically been 1.5 hour meetings with lots of interactivity. We're now looking to offer a more festive social mixer in a virtual setting periodically until we can convene in person.
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agree with video ON, @Joe Thomas .
We're trying to use real background, to get a personal touch. And also you must have a schedule with the customer: more interactions, but fixed agenda and short meetings (no more than 20-25min) to make them more efficient.
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As I agree with the short videos @Carlos Alves and shorter sessions @Joe Thomas the summary what to do from IBM view is on https://www.linkedin.com/pulse/i-pledge-support-my-fellow-ibmers-working-from-home-during-krishna/
Most people in my area (and we're all working with Partners + Clients + Internally) is: following all the rules (short, personal backgrounds, accept with and without video, right times) creates over the time a real great climate. I think especially if you start executing people will follow. I see a significant change around me. Earlier this week somebody finally said "Alex, at the end this is really like meeting F2F..."
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