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

ENCOURAGE

them to improve there capabilities—so that they acquire the right emotional skills

EMPATHY

Customers don't want blank-faced, unemotional "transaction" machines. They want understanding. If you

show empathy, you build trust.

ENJOYABLE

Create a positive atmosphere which make the challenges of work enjoyable.

…and finally REWARD

them to recognize and acknowledge their contributions.

Thank You

avishektalukdar@gmail.com

Sources

• Google Knol

• McKinsey Quarterly

• Google Images