Human Emotions & Organization Success
Mandar Kanvinde
Customer Experience Design Expert I CXOs Coach I CXO As A Service I CX Strategist for Large Corporates I CX Professional Speaker I Creating Human Centric Culture I CEM BRAND Capita Pvt Ltd.
Today, as a consumer, we have an extensive array of choices when selecting between products or services. Thanks to the internet, we can access almost anything we desire from any corner of the globe. This has led to the widespread standardization of most products and services. (Products and services are no longer differentiated by price, quality, or availability.) Consequently, businesses are exploring ways to connect with their customers and stand out from their competitors.
Engaging with #customers effectively
"Customer Experience is about how you interact with customers, touching their emotions." In today's era, Customer Experience is centred around meeting customer expectations through interactions across the customer journey with your organization. Customers' perception of an experience is complex, and shaped by previous emotions and societal norms. Judgments of experiences are based on both logic and feelings. The lasting impression or memory a customer forms from an experience can greatly influence their future decisions. Therefore, understanding how emotions can shape an outstanding Customer Experience program is essential. It's crucial to gain a deep insight into customers to offer personalized and tailored experiences.
What's at the heart of the customer experience?
People dislike complexity; they seek simplicity. Humans are emotional creatures and tend to simplify things, making the decision-making process easier. By simplifying the customer's journey and saving their time, you can create value and evoke positive emotions. Offering products or services with minimal effort can be a key to success. This is what companies like Ola, Uber, Zepto, Dominos, and Amazon do; they reduce the customer's effort, simplify the process, and evoke the right emotions.
What else can companies do to harness the power of emotions in creating better customer experiences?
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1. Grasping our emotional states. There are numerous emotions beyond just happiness or sadness. When designing your customer journey, understanding the emotional states of your customers throughout the journey will provide you with a deeper insight into their mindset and the experience they should receive. Remember, while making decisions, emotional criteria often outweigh rational criteria.
2. A superior customer experience relies on employee support. Employees are our initial customers, and the experience they deliver reflects on the customer. They can make or break your Customer Experience program. Ensure your employees understand the value of an effective Customer Experience program, encourage them to contribute to designing your customer experience program, and let them take ownership.
When crafting the customer journey, consider the emotions and efforts of your employees. It's also vital to keep your employees motivated enough to navigate the complexities of transitioning into a customer-centric organization. Once you have an effective Customer Experience program, it should become an integral part of your company and be continuously improved.
Understanding your customer
To truly grasp customer emotions, customers must be treated as emotional beings. Humans are complex, with emotions fluctuating rapidly and having varying impacts. Customer-centric businesses grasp this concept and can predict the mental state of a customer at every interaction, adjusting their approach as needed.
Differentiate your BRAND by Designing a customer & employee-centric organization by understanding Human expectations.
Business Head | Growth Strategist | P&L Management | Customer Experience - 12+ Years in Edu-Tech, Hospitality and Manufacturing Industries
3 个月Very apt quote. CX is about creating memorable experiences that resonate with customers on a personal level, making them feel valued and understood. Mandar Kanvinde
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4 个月Great insights on the importance of emotional connections in customer experience! I completely agree that simplifying processes and understanding customer emotions are key. Your point about employees being the first customers is spot-on - their experience directly impacts customer interactions. Focusing on both customer and employee emotions can truly differentiate a brand in today's competitive landscape. Thanks for sharing this valuable perspective!
Customer Experience Design Expert I CXOs Coach I CXO As A Service I CX Strategist for Large Corporates I CX Professional Speaker I Creating Human Centric Culture I CEM BRAND Capita Pvt Ltd.
4 个月For an organization aiming to provide a Customer Experience Understanding, it's crucial to grasp the customer's perspective at four different stages. 1. Expectations before buying: What the customer anticipates from the product or service. 2. Experience after buying: The actual experience received after using the product or service. 3. Level of satisfaction: Whether the satisfaction level goes up, down, or remains the same. 4. Dissatisfaction: The level of satisfaction is based on how well the product or service meets the customer's expectations. Shivprasad Laud Group Captain Sandip Sarkar, PCC - ICF
Nuclear Reactor Operations+Quality Auditor + Industrial Safety Coordinator of all Reactors in BARC. Eagle eye in Nuclear Plant Audits. Life Member of QCI, INS, FIE, ISTD, Environment Member- Maharashtra Chamber (MACCIA)
4 个月Therefore it is more important to employ only those people in customer care who have enormous patience, empathy and can match with varied behaviour of customers. Every person cannot handle customer care.
Independent Director / Consultant
4 个月Mandar Kanvinde While surely a Customer-centric approach is one of the key differentiating factors for a Brand to succeed, emphasis on better quality cannot be undermined even though the product may be standardised by any regulation (as that would be in a way only the minimum standard). Ultimately Quality and Service in addition to Emotional Connect would lead to a better Customer Experience!