So yes, I'm going to start, we are going to talk about how to communicate in the digital world because the communications have changed a lot in the last 2025 years with all the digital channels that we have. But first, I'm going to introduce myself in Jma Ro Rodrigo.I'm the founder of the fine, the fine where I help people to improve people and companies to to improve their online communication and their strategy. So yes, we first we need to know that everything we do, we are communicating everything. So, so the way we talk, we walk the clothes, we wear the, the type, the way we talk the fast. I really fast. I know. So this, this is one thing that is my characteristic, but it is not only that when we communicate online, sometimes we cannot see that because when we communicate offline, we have many, many ways to communicate. The body language is 55% of the communications, the total voice is 38.

But when we communicate online, this change because well, now I'm doing a video and you can see more or less who I am. But most of the time we just write or send images and then the way of communicating changed a lot. Because for example, if you enter into an event and you go to a networking event, for example, and you say hello, people don't only hear your hello. They see your body language. They see if you are smiling, if you are approaching them and shaking their hands. So the communication is a oh if you go and you say hello and you go to a corner, they can see that you are an introvert or you don't like to communicate in a friendly way. So they can have an idea with everything. But when you do it online, they can, if you have a video, they can see a little of your face. But if you don't have a video, it's only what you say and how you say it. So it's completely different. So we need to take, to take it into account when we are going to communicate online because otherwise we can create confusion of customers. So in online, it's really important what we say and how we say it. But it's more important what we say because it depends the words that you use. People can feel good or bad because we need to take into account that we don't know the feelings and the way of being of the people that are listening to our message.

So if you are talking to someone that they are having a problem or maybe they just lost their job or they have COVID and they are sick or they had, they just had an argument then the same sentence, they can interpret it in a negative way. Or you have the best day of your day of your life, then you can interpret the same way in a positive way. So you need to be really careful with the way you say things and how you use your words. Because people, people, they are not having another life and they, you don't know how they are going to see how they are going to feel about what you are saying to them and how you are talking to them. So the online is really, really important the words and we need to take pay attention to it because we need to, we need to be ourselves. We need to communicate in a truly genuine way. We need to understand that we don't need to follow the trends. Everyone is trying to communicate in the same way, doing the things that they think it's working. But if you are not yourself and you don't communicate in a really friendly way in a way that people cannot get offended, it's going to be really difficult for you. For example, I always like to put an example in social media and linkedin. For example, if you go to linkedin, like before I tell you that when you go to a networking event, you can say hello, that you have a lot of things that are communicating from you.

When you go to linkedin. For example, if you send a message to someone that you just connect and say hello, they will be confused. They will be like, OK, and now what do you want to say? What do you want? So it it will be confusing to people. So you need to introduce yourself and to explain what do you want, what do you want to reach the people? What why is the, the aspect that you want to share with them and to know how to approach people, how to approach your customers in a better way, you need to know who they are. You need to know to who you are talking and you know their needs and concerns. If they have any kind of problems, you need to know. It's not only that you need to know the the situation in the world, for example, during the COVID, the way of communicating was different because some people were having problems, they were having people see in their family, they were having a situation that it was a little bad to say in this way.

So you need to communicate in a way that you don't make them feel worse. And also it's not the same the way you communicate to customers. For example, if you communicate to a 30 years old, there is single studying and living in the Netherlands for example, that if you communicate to a 30 years old person that is married with four kids and running a company, so you need to define really good, your target and to know who they are and talking the way that they can understand and they can feel good because even having the same age and the same gender, the way of communicating is completely different, depending on who who they are and their, their lives and their background.

So it's really good to know their, your customers and the people that you are reaching to communicate in a way that they can understand what you want to tell them. And it's really really important to manage our customer expectations because we need to be aware that when you, what you said before, when you communicate online, they don't see, they only see what they see about uh through the screen. So for example, if you have a meeting and you are being late, you need to tell them that you are going to be late as soon as possible. And if you are going to deliver a product or a service and it's a delay, you need to tell them or if for example, they have a problem. Do you have a platform online or do you have a service and they send you a message, you need to answer to them and to tell them something? Because if you don't answer, then there is a big problem because the brand experience is the most important even before the product of service. How do you feel with your problem?

If they can trust you, if they don't trust you, they are going to move and they are going to, to talk with other company or with other one that provide the same service that you, but that they can trust and they know that when you send a message, you are there for them. So this is really really important in people. Another aspect that we need to have into account is the people when we we general or brain things as we are talking face to face when we are sending messages through linkedin whatsapp or even in a in a ecommerce. So we need to have this into accounts because when you communicate and you send a message to someone, we need to have it into account that they are going to interpret that we are talking face to face. So we need to be careful. We need to put some filters and only say the things that we would say face to face because face to face, we have filters, we could say. But thanks to people, we don't leave people without, without answers. So we are some attitudes that we have offline that we need to start implementing online too because it's really rude when a customer sends you a message, you don't answer back or when people is rude. If they are rude to you. Your customer is rude to you. You need to be diplomatic and try to explain to them that they cannot talk to you like this. But don't go into this fight because then it's like when you are face to face, you need to think that you are talking people to people.

And yeah, it's a screen between you and the customer, but it's only a screen you are talking to people. It's real people behind the screen. So you need to have this into account. So then always, always answer the messages. And also when you were talking an individual as an individual and link it. For example, if someone there is people that connect with you and they start selling you in this in the first contact. So it's really rude not to answer because you never know what can happen and how it can turn. So you can always say no thank you. I'm not interested, but always answer, always answer to your customers. If even if you don't have the answer for them, if you have a, if you are a developer and you have a problem with your, with your product and the customer tell you that they have a problem problem, you can tell. Always, no, we don't have the solution yet. But as soon as we have it, we will let you know and at least they know that you listen to them and you are there for them. So it's really important to answer to people online. And then when you communicate inside your product, it's also really important to put yourself in, in your customer shoes because we need to understand that.

Well, now people is getting more used to digital because of the COVID, we need to use technology and people start working more with technology and online, but not everyone is used to technology and people, it's really difficult to say I don't understand or it is difficult for me because everyone sell the product like it's so easy.

So we need to take into account this also and we need to take into account that yes, it's easy for us that we are doing it, but sometimes the customers don't understand. So we need to put ourselves into the shoes and try to think, OK, what can we do to make it easy for them? How can we communicate to them to make it easy? So depending who our target is, we can maybe do videos to them or we can create fragrance questions for them or we can we can create compliment material to make them easy, to make, help them to be there for them because it's really important to communicate in a way that everyone feel welcome.

So yeah, this is the main, the main areas that I wanted to tell you. So, thank you very much for joining me and I hope this is useful for you.