Post on 14-Jan-2015
description
Emotional Intelligence
during
Moment Of Truth
The cost and effort of retaining a customer has always been lower then……….
……those of acquiring new ones.
But success of this strategy depends on building a strong customer relationship
Although companies invest a lot of money in KOL management and customer-relationship-management (CRM) technologies
where they often fail is
Companies earn trust and loyalty during
"moments of truth"
those interactions between employees and customers when customers invest a high amount
of emotional energy in the outcome
• Product Information • Request for a service• Refund
a positive experience during these interaction between the customer and employee
helps transform wary or skeptical people into strong and committed customers and loyalist
Where, most organizations struggle is the way they respond to these moments of truth
Organizations can achieve a positive outcome from these moments of truth
By supporting and developing the frontline emotional intelligence of its employees
As emotion plays a critical role in the consumer decision-making process
customers remember the emotion during the moment of truth, much of their purchase decisions are based on the emotional connection they have form
Customers rate their emotional bond with a business on the basis of four drivers:
• Feeling Protected• Feeling Confident and Informed• Feeling Valued • Helpful Service
Disloyalty of a customer is result of absence of any opportunity to form an emotional bond.
Frontline employees can succeed in building an emotional bond with the right skills and competencies
• Positive feelings,
• Values (belief in the products
and services they offer)• Needs (keeping customer's need ahead of yours)
in short, the required emotional intelligence
How Organizations can help
EMPOWER
employees to make decisions right on the spot if that should be necessary
ENCOURAGE
them to improve there capabilities—so that they acquire the right emotional skills
EMPATHY
Customers don't want blank-faced, unemotional "transaction" machines. They want understanding. If you
show empathy, you build trust.
ENJOYABLE
Create a positive atmosphere which make the challenges of work enjoyable.
…and finally REWARD
them to recognize and acknowledge their contributions.
Thank You
avishektalukdar@gmail.com
Sources
• Google Knol
• McKinsey Quarterly
• Google Images