In customer perception, which percentage indicates the impact of body language?

The percentage that indicates the impact of body language on customer perception is 55%. This figure is often cited in communication studies and is based on the research of psychologist Albert Mehrabian, who demonstrated that when conveying feelings or attitudes, the majority of communication effectiveness comes from non-verbal cues. Specifically, 55% of the message is conveyed through body language, 38% through tone of voice, and only 7% through the actual words spoken.

Understanding the significance of body language in customer interactions is vital for project managers and professionals in telecommunications, as it helps to build trust, convey confidence, and enhance the overall communication experience with clients. Non-verbal signals, such as facial expressions, posture, and gestures, play a crucial role in how messages are perceived and can greatly influence customer satisfaction and relationship building.