Baffled by the headline?!
A good chunk of business people will be aware of these abbreviations and understand what they mean. Let us translate: From Business-To-Business or Business-to-Consumer to Business-to-All and now Human-to-Human? All of these abbreviations relate to the exchange of goods between businesses (B2B), and between businesses and consumers (B2C). Within these titles, each has their own set of sales-tactics used in these transactions. The way businesses market and sell to other businesses is far different to businesses marketing and selling to individual customers.
What is H2H? – “Human-to-Human”
H2H (Human-to-Human) is changing the ethos of a ‘cold-call’ into a “warm conversation” when dealing with customers – It’s the same relaxed style of conversation you have with friends, family or colleagues.
In this digital world, selling online can be seen as unfriendly, overly formal, with a lack of personal touch and conversation. These are the factors that allow us to actually build a relationship with our customers, and create that H2H connection. Rather than just perform a transaction.
Aside from the interactions themselves, there’s also a high level of frustration for customers purchasing digitally. As a result, this comes down to the lack of real, authentic, honest, empathetic human communication. Or shall we say, a Human-to-Human approach?
It’s been 25 years since online shopping became available.
Initially, online shopping changed the way consumers shop for good. However, now we see consumers reverting back to shopping in-store or over the phone. This move back to the older, more personal style of selling person-to-person is being welcomed back.
That forgotten language that opened and closed the sale.
What is missing from your sales approach is human communication. The organic language, natural conversation, and genuine interest, we once used in the open and close of a sale. You know the very language shop owners used over 30-years ago. Such as “how are you?” when you enter a store and the “have a lovely day” when you leave.
Humanising your approach is essential.
We can expect more and more businesses to up their game with an H2H approach this year. Things like, expectations from customers on the front-line is increasing. Also, a demand for better service based on human elements and sales tactics. Ensure you humanise your brand strategy and sales approach to avoid losing potential sales and clients.
Don’t let business slip due to a lack of human interaction from your staff to your customers.
Let us help you get the most out of your team with our fantastic online sales training programs.