Turning Emotions Into Engagement

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5 ways to Emotionally connect customers to increase loyalty

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  • Turning Emotions Into Engagement

    1. 1. Turn Emotion into Engagement: 5 ways to Emotionally connect customers to increase loyalty Dirk Shaw , Customer Experience Design and Strategy
    2. 2. Establish clear brand promise that makes an emotional connection
    3. 3. <ul><li>Nothing Runs Like a Deere™ </li></ul>&quot;Cars are driven by people, the guiding principle behind everything we make at Volvo therefore, is - and must remain - Safety &quot; Your future. Made easier
    4. 4. Brands alone can have significant value
    5. 5. How much emotional intensity does your category and brand merit?
    6. 6. Plan your customer interactions by designing a unique brand experience
    7. 7. How engaging and consistent is your brand experience
    8. 8. Building consistency and optimizing team structure increases effectiveness
    9. 9. Prospects and customer needs to easily see themselves as a customer
    10. 10. Making emotional connections with the ultimate end user…
    11. 11. Shift conversations from features and functions to experiences, benefits and emotional outcomes
    12. 12. Make emotional connection with customer centric storytelling then discuss products
    13. 13. Using personas and scenarios engages customers by demonstrating how you can deliver an experience thru the eyes of their customers.
    14. 14. Creating an engaged and passionate workforce is the key differentiator, not the products
    15. 15. 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.

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