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Moment Of Truth

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Avishek Talukdar
Avishek Talukdar
TechnologyBusiness
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Emotional Intelligence during Moment Of Truth
The cost and effort of retaining a customer has always been lower then………. ……those of acquiring new ones.
[object Object]
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 ,[object Object]
those interactions between employees and customers when customers invest a high amount of emotional energy in the outcome ,[object Object],[object Object],[object Object]
a positive experience during these interaction between the customer and employee ,[object Object]
[object Object]
Organizations can achieve a positive outcome from these moments of truth ,[object Object]
As emotion plays a critical role in the consumer decision-making process ,[object Object]
Customers rate their emotional bond with a business on the basis of four drivers: ,[object Object],[object Object],[object Object],[object Object]
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 ,[object Object],[object Object],[object Object],[object Object],[object Object]
How Organizations can help ,[object Object],[object Object]
ENCOURAGE ,[object Object]
EMPATHY ,[object Object]
ENJOYABLE ,[object Object]
… and finally REWARD them to recognize and acknowledge their contributions.
Thank You [email_address]
Sources ,[object Object],[object Object],[object Object]

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