Summary
Emotions make the corporate world uncomfortable. The perception is that since emotions cannot be managed well and they are difficult to fit into pie charts or reports, they must be ignored. It is time to face emotions and understand that they are strengths, not weaknesses. It is also time to realize that even if you cannot place them in a pie chart, it does not mean customers' emotions don't exist. Unleash the power of emotions to create differentiation in your products or services. Allow your staff to add its emotional touch to the overall customer experience, and by that create preference and positive experiences in your customers' hearts. Emotional customers are not problematic customers. They are customers who care, who share their views with the world, who pay you a premium and stay for the long run. In that, they are often your most profitable customers.
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Extract
Customers Are so Emotional
Emotions make the corporate world uncomfortable. The perception is that since emotions cannot be managed well and they are difficult to fit into pie...
See the full content of this document
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