Apr 30, 2022
In General Discussions
Make an emotional connection with your Job Function Email Database customers You may be familiar with the following saying: 'it is the tone that makes the music.' The best customer experiences come when someone on your team has an emotional connection with a customer. A Journal of Consumer Research researcher found that more than 50% of an Job Function Email Database experience is based on emotion. Emotions shape our behavior and are one of the most important drivers in our decision-making process. Customers stay loyal to your company because they have an emotional connection with you and can remember how they feel when they use your Job Function Email Database product or service. A company that focuses on this Job Function Email Database emotional connection outperforms its competitors 85% of the time when it comes to revenue growth. Capture customer feedback in real-time How do you know if you're delivering a "wow" customer experience? You have to ask this. And ideally, you do this by capturing real-time feedback. For example, use live chat tools Job Function Email Database so that you can start a conversation with your customers at the moment and send each customer a follow-up email afterward, using post-interaction questionnaires and Job Function Email Database other similar CX tools. In addition, you can of course also call your customers to obtain insights and feedback. It is also important to attribute customer feedback to a Job Function Email Database specific employee so that you can measure who is performing well in this area. Use a quality framework and monitor the development of your employees By following the Job Function Email Database steps above, you will find out what customers think about the quality of your service compared to the CX principles you have defined. The next step is to identify the training needs for each individual employee. Many organizations assess the quality of communication over the Job Function Email Database phone and email, but a quality framework goes one step further.