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Emotional Value
Creating Strong Bonds with Your Customers
Janelle Barlow and Dianna Maul
Emotional Intelligence Meets the Experience Economy
Today's consumers demand not only services and products that are of the highest quality, but also positive, memorable experiences. This essential guide shows how organizations can leapfrog their competitors by learning how to add emotional value - the economic value of customers' feelings when they positively experience products and services - to their customers' experiences.
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The authors, with over forty years experience in the service industry, offer five practices for adding emotional value not only to customers' experiences, but also to staff experiences. They include:
- building an emotion-friendly service culture
- choosing emotional competence as your organization's service model
- maximizing customer experiences with empathy
- viewing complaints as emotional opportunities
- using emotional connections to increase customer loyalty
Emotional Value:
- navigates customer service managers and supervisors through dozens of ideas, options, and examples of organizations that have already begun to systematically add emotional value to their customers' experiences
- walks you through the maze of thought and research on customer emotions
- will inspire you as you lead your organization into the Experience Economy
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