Decoding Customer Emotions: A Guide for Employees
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Today we’ll teach you about how to connect with customers emotionally.?
Let's jump right into it.
What is customer emotion??
After training corporate employees for 13 years and ongoing, getting their feedback and insights, we realized that customer expectation dynamics are completely complex.?
Our latest research denotes that almost 70% of customers want businesses to care about them rather than solely focus on selling. Customers may not remember the product, but they will remember how they are made to feel, and this emotional connection makes them spend twice as much money with long-term customer loyalty. However, employees primarily focus on short-term goals.
List of emotions customers go through while in a store
?While mapping out the customer's journey, every organization must focus on customer emotions, sentimental analysis and attitudes, and the emotional loads they carry.?
Build rapport with customers and adapt to their inquisitive nature.?
Listen actively and anchor their message, for example, “A customer might say the product works fine with me, but it's not what I expected.“ This could mean they want different features or high-quality products; in such cases, an attentive employee should probe deeper to uncover specific expectations.?
?Ask yourself why they act like this. Conduct a self-analysis and ask, “Do I understand this right?”
How you say is more important than what you say, so frame up and simplify customer purchase decisions with straightforward messages, especially to dissatisfied customers.
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Customer service communication and powerful words?
Positive sentiment
Negative Sentiment
Overall, Form a customer ownership. Give them the incentive to purchase. Personalize deals (this deal is exclusively for you and no other ), and organize workshops invite them.
Reassure them that you are happy to get their feedback. This is an insider method of tackling difficult customers at work.?
Here are a few key things to remember?
Develop a culture of empathy for customers by showing that your business is listening to customers' conscious and unconscious emotional responses and is willing to take action. This in turn can help retain your audience. Thus, long-term customer loyalty is formed in the action.