How to build an emotional connection with customers….
As head of customer service in your organisation, you may feel that all your efforts are going to waste because of your employees poor delivery of your perfectly crafted strategic customer experience.
Sometimes, it can be simplifying the needs of your employees to something they can easily remember. Norma Huibregtse over at The Social Customer suggests that in times of ‘need’ you ask your employees to:
[Use] the STOP, DROP AND POLL technique [to] help keep a complaint from elevating to customer rage. Teach this easy and effective technique to your front liners. They will thank you for helping them be proactive rather than reactive when dealing with complaining customers.
Norma suggests that you ask your employees to stop what they are doing, drop their defenses and evaluate the situation by asking enough questions to get the detail needed to resolve the situation.
We have a Customer Experience webinar on July 13th titled: How to Build an Emotional connection with customers. In this webinar we focus on creating an emotional connection with your customers that can build long-term loyalty. Using the Insurance industry as an example, our latest ‘Experience Tracker’ research looks at a new alternative to traditional forms of market segmentation: Emotional segmentation.
Learning objectives
- Understand the impact of customer experience on switching and churn behavior.
- Learn actual tactics you can implement that can be used to emotionally engage with your customer base and drive customer loyalty.
- Ideas you can use to engage senior executives and educate your employees to transform the customer experience (physical, functional, emotional) while potentially reducing costs and enhancing customer perceptions. (ex customer letters of commendations – wow what a great experience…I told everyone I know ….)
- Learn new emotional segmentation technique and insights that can help differentiate from competition while improving customer retention and customer acquisition strategies..
Sign up to the webinar here
Have a read of Norma’s blog post for a more detailed description of the Stop, Drop and Poll technique