Customer Experience Podcast

How Customer-Facing People Should Evoke Emotions in Customers

I have always thought that talking about how to do something was important, but not as important as actually doing something. I feel so strongly about this idea that I named my company after it. I want my clients to take their ideas “beyond the philosophy” and into action.

To that end, this episode of The Intuitive Customer discusses how organizations can take theories and use them in their everyday operations to improve the Customer Experience. We explore how you can help Customer-Facing teams evoke the proper emotions from customers during their interactions with people by training them to do it properly.

The word practical is significant here. Lofty ideas are wonderful inspirations, but when it comes to the nuts and bolts of delivering a Customer Experience, you need a much more practical breakdown of what to do. More specifically, your frontline teams do.

Talking about psychological theories, research, and studies is a critical part of the process, of course. However, what comes next is even more vital because it crosses the line from a good idea to the “new way to do things around here.”

It is not advisable to have a new Customer Experience program that you roll out without training. Imagine all the painstaking research and design that address all the vital customer emotions that drive value for your organization circling the drain before that program disappears forever. That’s exactly what happens if you don’t teach people how to deliver that new Customer Experience program.

Most of us know how to evaluate and manage the emotions of the significant others in our lives. You first listen to their responses, then determine how they feel, and finally choose how to respond.

It is not any different when dealing with customers. They feel a certain way when they arrive at your customer-facing team. You want the people that greet them from your organization to read the customer for their emotional state, decide how the customer is feeling, and then respond in a way that will create a good emotional outcome for the customer.

However, not everyone knows how to read the customer for their emotional state or even what the readings mean for how the customers feel. Moreover, some people have no idea how to manage other people’s emotion to a better emotional state.

That is, they don’t until you train them. Training your people on these emotional skills is critical to your success.

Listen to the podcast in its entirety to learn more about training is crucial to How Customer Facing People Should Evoke Emotions in Customers for your Customer Experience.

The Intuitive Customer podcasts are designed to explain the psychological concepts behind customer behavior.

If you would like to find out from one of our CX consultants how you can implement the concepts we discussed in your organization’s marketing to improve customer loyalty and retention, contact us at www.beyondphilosophy.com.

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