Moment Of Truth

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Emotional Intelligence during Moment Of Truth

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Transcript of Moment Of Truth

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Emotional Intelligence

during

Moment Of Truth

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The cost and effort of retaining a customer has always been lower then……….

……those of acquiring new ones.

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But success of this strategy depends on building a strong customer relationship

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Although companies invest a lot of money in KOL management and customer-relationship-management (CRM) technologies

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where they often fail is

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Companies earn trust and loyalty during

"moments of truth"

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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

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a positive experience during these interaction between the customer and employee

helps transform wary or skeptical people into strong and committed customers and loyalist

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Where, most organizations struggle is the way they respond to these moments of truth

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Organizations can achieve a positive outcome from these moments of truth

By supporting and developing the frontline emotional intelligence of its employees

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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

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Customers rate their emotional bond with a business on the basis of four drivers:

• Feeling Protected• Feeling Confident and Informed• Feeling Valued • Helpful Service

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Disloyalty of a customer is result of absence of any opportunity to form an emotional bond.

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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

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How Organizations can help

EMPOWER

employees to make decisions right on the spot if that should be necessary

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ENCOURAGE

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

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EMPATHY

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

show empathy, you build trust.

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ENJOYABLE

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

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…and finally REWARD

them to recognize and acknowledge their contributions.

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Thank You

[email protected]

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Sources

• Google Knol

• McKinsey Quarterly

• Google Images