![]() ![]() Companies should rightly identify these points relevant to their industry and work on them accordingly. Every point of interaction is an opportunity to create an emotional bond with the customers. Therefore, as little as these moments of truth may seem, they significantly add to the overall customer satisfaction. Unlike the usual online shopping experience, customers are never left to browse the site or wrack their brains to untangle toughest of issues on their own, rather company reps are present 24/7 to proactively assist and provide them with relevant information. However, with live chat support, customer service representatives are always there to assist clients with their queries and all the answers are just a single click away. Usually online customers get caught up in trouble either because of the complexity or obscurity of information that websites have to offer. The company offers a live chat interface for businesses to interact and thus form a stronger bond with browsing customers by turning these moments of truth in to moments of magic. The US based company, Liveadmins, trumps profitability for reliability as it uses the same strategy when dealing with customers. The rule changes when the guest comes within a reach of five feet, then the employees are required to acknowledge them verbally. Profitability for some leading organizations such as L’Oreal and US air force soared with the institution of programs that target EQ (Emotional Quotient) skills because building emotional intelligence means treating others better, performing better and thus creating a win-win situation for everyone.ĭisney understands the importance of EQ as their employees are trained to greet the customer with a smile if they are within ten feet. It amazes me that connecting to the emotional side of a customer is a more recent discovery”, says a mindful customer. Getting close to customers through some emotional characters is very important for a perfect marketer or a product owner as they crave a real sense of connection with the companies. ![]() ‘Customers aren’t merely numbers or names on a spreadsheet, they are humans with feelings. And that’s where emotional intelligence comes in.” According to Daily Express, “The work rules are changing and we’re being judged by a new yardstick. Likewise, it has been seen that there is a huge difference between customers who are rationally satisfied and those who are emotionally satisfied, and only emotional satisfaction translates into huge loyalty and profitability. Even behavioral psychologists strongly argue that a significant percentage of human decisions is emotional rather than rational. Handling Moments Of Truth Requires Emotionally Intelligent Personnel:Īn insight into consumer behavior reveals that 15% of their decision making is rational and 85 % of it is emotional. ![]() And once customers are emotionally connected and rationally satisfied, that is when profitability would also come in. If companies give customers’ emotive needs precedence over their hard-set agendas, customer loyalty is the consequential emotional behavior that these moments of truth would result in. Some of the examples for it can be flight delay, a damaged product or even an advice to the customer. Whether adversely or favorably, they incredibly affect companies’ relationship with customers and their perception about the brand. A company could have thousands of moments of truth in a single day. Moments of truth are those interactions where customers put in a high amount of energy to reach a satisfactory outcome. Therefore, no matter how far-flung an organization is, these moments are the foundation of its capacity to assist when it comes to service. Today, consumers can no longer be treated as some faceless targets for marketing and sale, rather there has to be an emotional connection. Nevertheless, sufficient training can make up for the dearth of EI in staff. The success of this idea itself depends on how humanized the interactions and how grandiose the responses to the customers are, which of course requires presence of Emotionally Intelligent frontline employees.ĮI (Emotional Intelligence) is an important factor when it comes to serving customers specially while dealing with emotionally charged moments. When Carlzon first became the CEO of Scandinavian Airlines, he turned everything around for the topsy-turvy situation of the company just by focusing on these moments of truth, seemingly a rather far-fetched idea but can stoke extremely positive results in the customer service sphere if handled properly. Who knew that Jan Carlzon would completely alter the then prevailing customer service philosophy when he first introduced the idea of ‘moments of truth’ in 1981. ![]()
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