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How Emotions Drive Customer Experience Webinar

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MYTH: IF WE SOLVE THE CUSTOMER'S PROBLEM, THE EXPERIENCE IS A GOOD ONE

Are your agents getting off the phone fast, but not solving the customers’ problems? Or, are they solving the customers’ problems but still getting bad NPS scores? What both of these have in common is emotions – the ones both your agents and customers bring to the call.

Listen here to Tara Paluck as she lead our latest webinar, "How Emotions Drive Customer Experience". During this recording you will learn how to redirect emotions quickly and accurately by understanding:

- What role emotions play in the Customer Experience
- Why emotions are so hard to “use” effectively
- How to manage agent and customer emotions more successfully

Published in: Business
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How Emotions Drive Customer Experience Webinar

  1. EMOTIONS CUSTOMER EXPERIENCE
  2. CXemotionalrollercoaster
  3. GOAL TODAY
  4. @TaraPaluck @ unCustomerYExp ©2014 fassforward Consulting Group CXemotionalrollercoaster CONVERSATION
  5. @TaraPaluck @ unCustomerYExp ©2014 fassforward Consulting Group CXemotionalrollercoaster RAGE
  6. @TaraPaluck @ unCustomerYExp ©2014 fassforward Consulting Group CXemotionalrollercoaster RAGE What Customers Who Complain Really Want It generally won’t cost the business money Source: 2013 Rage Study sponsored by ASU Center for Leadership, designed by CMCC and conducted by NOVO 1
  7. @TaraPaluck @ unCustomerYExp ©2014 fassforward Consulting Group CXemotionalrollercoaster EMOTIONS CUSTOMER EXPERIENCE Source: Beyond Philosophy, The DNA of Customer Experience TWO THINGS EMOTION PROBLEM
  8. @TaraPaluck @ unCustomerYExp ©2014 fassforward Consulting Group CXemotionalrollercoaster MATTER 250,000 15% 53% 84% first 3 days first month second month
  9. @TaraPaluck @ unCustomerYExp ©2014 fassforward Consulting Group CXemotionalrollercoaster EMOTIONS CUSTOMER EXPERIENCE
  10. @TaraPaluck @ unCustomerYExp ©2014 fassforward Consulting Group CXemotionalrollercoaster Aug ‘13 Sept ‘13 Oct. ‘13 Nov. ‘13 Dec. ‘13 Jan. ‘14 Feb. ‘13 Feb. ‘14 Apr. ‘14 May ‘14 June ‘14 July ‘14 No dated transactions in portfolio; chart is based on a 1-year, 10,000.00 investment 30 25 20 15 10 5 0 -5 -10 -15 This slide is a go Amazon, Costco, Marriott UPS, Apple, Delta, TD CXi Leaders Cigna, Humana, Cablevision, Travelers, Radio Shack, BB&T CXi Laggards S&P 500 Source: Google Finance, Portfolio Performance, August 2014; The Customer Experience Index, 2013, Forrester Research.
  11. @TaraPaluck @ unCustomerYExp ©2014 fassforward Consulting Group CXemotionalrollercoaster EMOTIONS WELL Source: “Intense Emotions and Strong Feelings”, Psychology Today, December 2010 “Emotions are not particularly sophisticated or precise, but their speed and utility make up for what they lack in sophistication and precision.” And this can turn out good, bad, or ugly. Especially when you’ve already taken 20 calls that day, and you have only 8 minutes to address BOTH parts problem and emotion.
  12. @TaraPaluck @ unCustomerYExp ©2014 fassforward Consulting Group CXemotionalrollercoaster Escalations – both your agent and your customers get “hooked” Unhappy people (with either resolved or unresolved issues) who say the experience was negative EMOTIONS WELL ROLE PLAY TWO THINGS EMOTION PROBLEM
  13. @TaraPaluck @ unCustomerYExp ©2014 fassforward Consulting Group CXemotionalrollercoaster HELP AGENTS MANAGE SUCCESSFULLY
  14. @TaraPaluck @ unCustomerYExp ©2014 fassforward Consulting Group CXemotionalrollercoaster THE BIG 5 ANXIETY FRUSTRATION CONFUSION ENTITLEMENT FRENZY HELP AGENTS MANAGE SUCCESSFULLY Each of these emotions, if not recognized and handled well, will lead to anger, and an escalation. This is a complete loss for your company.
  15. @TaraPaluck @ unCustomerYExp ©2014 fassforward Consulting Group CXemotionalrollercoaster How can we help ourselves and our agents manage them more successfully? What role do these emotions play in our agents lives? HELP AGENTS MANAGE SUCCESSFULLY ANXIETY FRUSTRATION CONFUSION ENTITLEMENT FRENZY
  16. @TaraPaluck @ unCustomerYExp ©2014 fassforward Consulting Group CXemotionalrollercoaster EMOTIONAL
  17. @TaraPaluck @ unCustomerYExp ©2014 fassforward Consulting Group CXemotionalrollercoaster EMOTIONAL ANXIETY FRUSTRATION ANXIOUS FRUSTRATEDHow they sound? What do I hear? What’s Underneath? What helps? What hurts? Action to redirect Trigger phrase
  18. @TaraPaluck @ unCustomerYExp ©2014 fassforward Consulting Group CXemotionalrollercoaster USE
  19. @TaraPaluck @ unCustomerYExp ©2014 fassforward Consulting Group CXemotionalrollercoaster EMOTIONAL Escalations Average Handle Time First Call Resolution Calls Per Day Employee and Customer Happiness
  20. GOAL TODAY
  21. @TaraPaluck @ unCustomerYExp ©2014 fassforward Consulting Group CXemotionalrollercoaster SUMMARY
  22. CXemotionalrollercoaster

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