Customer Are Emotional

When customers are happy and employees are happy, companies are usually happy. Happy customers come back more often, they refer friends, they give honest and useful feedback, and they continue to contribute to your revenue stream and well-being over time.

This month we celebrate Customer Service Week, for without customers – well – there is no business!

Customer happiness is part of a larger shared experience. That shared experience includes your personal happiness, and the happiness of your colleagues in the workplace. We are all interconnected!

Customers are emotional, but let's face it, emotional has been a bad word in business for a long time. No More! Science has proven that customer loyalty is a lot like love. Logos imprint themselves in on our brains in the same space as the faces of our loved ones. Do you love your car? Love your hairdresser? Love the gastropub down the block? We love places and stuff as well as people. When we experience that love our bodies respond positively creating a state of well-being.

Every time anyone interacts with you, there's an emotional reaction. It could be small or it could be large. And in many cases, there's also an evaluation based on the sum total of the feelings experienced.

It's time we really begin to understand that emotional intelligence - and that the experience of emotion - is what we need to create. How do we create the emotions people crave? What do people want to feel? Visualize your customers and tell me what you want them to feel.

Me? I want my customers to leave every interaction with me or my company smiling. I want them to be able to feel the value I deliver, I want them to feel my sincerity, I want them to feel more connected - I want them to be thrilled they found us, excited about doing business with us, and passionate about transforming their relationships with their own employees and customers! What do you want your customers to feel?

When you have transformed the experience of one of your customers, it's only the beginning, because they will continue the interaction. They'll get out there and create better experiences for their customers, or family, or friends. It's a chain reaction. The experiences you create have a "Spillover Effect" into the world.

My job is to light the spark, and for a short period of time fan the flames until you too are passionate about transforming your experience and your environment.

No matter how good you already are, there's always room for improvement in a fast changing world. Your commitment to transformation will lead to a better you, a better company, and better relationships with your customers.

What can you do during Customer Service Week (October 2-6 2023) that will celebrate the important interaction and relationship between your employees and your customers? Need ideas? Want to brainstorm? Reach out to me and get the conversation going.

And please! Help me spread the Positive Spillover to at least 3 friends. I appreciate that greatly! Eventually we can eradicate toxic cultures and create happy ones! (Yes, I am idealistic!)