Customer Service is Emotionally Oriented

There is no question that retention and repeat business is a hot topics nowadays. We are living in an era where with a touch of a button one can reach millions, and nothing better than having others give you good word of mouth to consolidate your business.

To achieve this simple, yet complicated task, we have to look at our business from an emotional point of view. Yes, emotional, as business it is highly emotional. It is emotional when people choose your business (internal or external customers) because they want to, not because they need to due to limited options.

The Customer’s Experience is tied to the Customer's?emotions. So if we want to earn their satisfaction, and loyalty and keep them coming back to us, we have to embrace the?emotional?side.?

The creation of a powerful internal customer service culture in your organization will take your business a long way. Your team needs to be emotionally involved, to love your company before your external customers do in order to be successful.

Many Businesses think they have no control over the feelings of their customers and often we create experiences that are rationally efficient, perhaps only for the company, but not for the customer. In many cases, we look at their experience from the inside facing?out. To create a deliberate Customer experience, it is essential to take the?outside-in?approach, yes, from the customer's eyes. it means to see and feel the experience as a customer and ask, am I satisfied and emotionally connected with this service or product? You must see it as if for the first time, and note how you feel throughout each moment. This awareness helps us understand how?emotions?drive our customer’s behaviour. Additionally, you get the opportunity to change how these moments make our customers feel moving forward when making a choice.?

I realize this is tricky, that?emotions?aren’t very “Business-like.” However, the?emotions?we evoke in our Experience have a significant influence on our ability to retain our customers in the next step, into the trust and confidence in buying what we have on offer.

The Final goal is to do our jobs in a way that our customers want to see what we do over and over again, and when they go home, they will tell their friends and family how well we do what we do and how special we made them feel, so strongly, that they would like to bring others to see how great we do our jobs.??

It is in?the hands of the leadership, to lead, motivate and inspire to create these emotional connections?at every opportunity and at all levels of the internal and external customers. All for the sake of good business.?