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Moment Of Truth

Moment Of Truth






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    Moment Of Truth Moment Of Truth Presentation Transcript

    • 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
      • them to improve there capabilities—so that they acquire the right emotional skills
      • Customers don't want blank-faced, unemotional "transaction" machines. They want understanding. If you show empathy, you build trust.
      • Create a positive atmosphere which make the challenges of work enjoyable.
    • … and finally REWARD them to recognize and acknowledge their contributions.
    • Thank You [email_address]
    • Sources
      • Google Knol
      • McKinsey Quarterly
      • Google Images