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Guest Blog: How to Manage Customer Emotions

ShepHyken

Stewart and Patricia O’Connell, write about how to manage customer emotions and ensure that employees know how to be empathetic. Customers are smarter than ever and we must know how to create a positive experience. You can’t improve your ability to manage customer emotions just by telling employees to be sensitive.

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The Future Today! Personalization 2.0

Beyond Philosophy

Data is collected about our personal behavior everywhere. In a word: Personalization. The Era of Personalized Marketing is Here. I am making jokes, but to be honest, I am a fan of personalization. When you make something personal for a customer, you start to create an emotional relationship with your product or service.

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How to Create Unbreakable Brand Loyalty through Emotional Connection

Beyond Philosophy

Listen to the podcast: Bob Black, one of our podcast listeners, loves our ideas about evoking specific customer emotions. In my experience, many organizations fail to evoke a specific customer emotion. Most people agree that customer emotions are essential to an experience. The bottom line is this.

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5 Rules for Successfully Engaging With Senior Executives to Enhance your Career

Beyond Philosophy

We see senior executives all the time, usually trying to get them to invest more resources in training and enhancing the Customer Experience. Of course, the team’s view can differ from mine, but having one is essential. . Afterward, I asked, How do you think that call made me feel as a customer? . Rule #4: Be concise.

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Making Optimal Customer Experience A Focus of Your Company’s (And Your) Thinking and Doing: The Case for Foundation and Advanced CEM Training

Beyond Philosophy

These might include customer service speed, occasional price promotions, merchandising gimmicks, new product offerings, and the like. In most instances, the customers see no brand ‘personality’ or brand-to-brand differentiation, and their experience of the brand is one-dimensional, easily capable of replacement.

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This is our time for a CX Revolution! Part Two.

Bill Quiseng

Who is the first person to walk on the moon? Neil Armstrong, of course. With the Rule of Three in mind, here is the second QUI TAKEAWAY: Customer service versus customer CARE. At the same time, customer service experts have advocated that the the people in customer service are the frontlines.

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The Five Rules for Affecting Real Culture Change

Beyond Philosophy

I started to talk about how people within his organization needed to understand customer emotions and focus on customer-centricity. I was with a big corporate telecom at the time, and we went on a training course for Total Quality Management. The effect was that the team never saw their manager in person at all.

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