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Kinesis CEM, LLC
Emotional Intelligence: Build Bonds Between Your Brand and the Customer
https://blog.kinesis-cem.com/2015/10/27/emotional-intelligence-build-bonds-between-your-brand-and-the-customer/
Eric Larse is co-founder of Seattle-based Kinesis, which helps companies plan and execute their customer experience strategies. Mr. Larse can be reached at [email protected].
http://www.kinesis-cem.com
kinesis-cem.com 206.285.2900 [email protected]
Emotional Intelligence:Build Bonds Between Your Brand
and the Customer
Emotional intelligence is defined by four personality characteristics:
1 - A strong sense of self-empowerment and self regulation;
2 - A positive outlook;
3 - An awareness of feelings (both their own and customers); and
4 - A master of fear and anxiety and the ability to tap into selfless motives.
What is Emotional
Intelligence?
Benefit to the Customer
Experience
Personality Characteristic
Benefit to Customer Experience
Self-Empowerment & Regulation
Make Decisions in the Moment
Benefit to the Customer
Experience
Personality Characteristic
Benefit to Customer Experience
Positive Outlook
Constructive Responses to
Challenges
Benefit to the Customer
Experience
Personality Characteristic
Benefit to Customer Experience
Awareness of Feelings
Empathy & Better Communication with Customers
Benefit to the Customer
Experience
Personality Characteristic
Benefit to Customer Experience
Master of Fear/Anxiety and Selfless
Motives
Express Feelings of Empathy and
Caring
Customer Experiences with Significant
Importance to the Customer Relationship
Moments of Truth
Much of the Benefit of Emotional
Intelligence is in Moments of
Truth
Moments of Truth
Give People Meaning in Their Work
Build Emotional
Intelligence
Create Learning Opportunities
Through Experience
Build Emotional
Intelligence
Align Customer Experience
Systems and Processes
Build Emotional
Intelligence
Enlist Leaders and Mentors
Build Emotional
Intelligence