Turning Emotions Into Engagement
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Transcript of Turning Emotions Into Engagement
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Turn Emotion into Engagement: 5 ways to Emotionally connect customers to increase loyalty
Dirk Shaw, Customer Experience Design and Strategy
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Establish clear brand promise that makes an emotional connection
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Nothing Runs Like a Deere™
"Cars are driven by people, the guiding principle behind everything we make at Volvo therefore, is - and must remain - Safety"
Your future. Made easier
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discount brand
premium brand
low hiEmotional Connection
Brands alone can have significant value
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discount brand
premium brand
low hiEmotional Connection
How much emotional intensity does your category and brand merit?
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Plan your customer interactions by designing a unique brand experience
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How engaging and consistent is your
brand experience
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Building consistency and optimizing
team structure increases effectiveness
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Prospects and customer needs to easily see themselves as a customer
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Making emotional connections with the ultimate end user…
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Shift conversations from features and functions to experiences, benefits and emotional outcomes
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Make emotional connection with customer centric storytelling then discuss products
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Using personas and scenarios engages customers by
demonstrating how you can deliver an experience thru the eyes of their customers.
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Creating an engaged and passionate workforce is the key differentiator, not
the products
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The best internal culture a company could hope for is one where the employees are so loyal they spread word of the company and its product with fierce passion, a culture where employees go way beyond being minions to
being missionaries.