None Of Us Are As Clever As All Of Us | Edition 2

They say knowledge is power! So here is some great knowledge for you from articles and podcasts I have listened to.

We hope our first ‘None of us are as clever as all of us’ was of use. This knowledge share is around the theme of Customer emotions and personality types. Here are some interesting stuff I have read this week.?

How Does Your Personality Type Affect Your Income?

How Does Your Personality Type Affect Your Income? I have always liked Myers Briggs and think it helps understand yourself and others. This is an interesting chart of how the different types affect predict people incomes.?

Do big brands pass the empathy test with their communications?

Empathy is how you connect with customers. So the language and behaviour experts at Schwa created a test to measure empathy in big businesses’ writing. Do big brands pass the empathy test with their communications?

This is the Secret Ingredient in the Contact Center

On the subject of Empathy take a look at an article I wrote called This is the Secret Ingredient in the Contact Center .

The Value of Emotion-Drive Engagement?

It's always love it when the big consultancies finally catch up with your thinking. :-) I first wrote about this in my first book Building Great Customer Experience in 2002, and then in my book The DNA of Customer experience: How emotions drive value in 2007. This report is a couple of years old, but I still think its good and worth sharing. Exploring the value of emotion-driven engagement and the dynamics of customer loyalty ?

60% of long-term customers use emotional language to describe their connection to favored brands.

Five New Rules Guaranteed to Build Trust

People like to do business with people, brands, or organizations they trust. With trust, you can cultivate relationships that yield the customer behavior you want in order to get the customer-driven growth you need. The Intuitive Customer Podcast, rated in the top 5% globally, according to Buzzsprout, shares five new rules guaranteed to build trust.

Interesting stuff? If so please link this or share it. If not, tell me why so we can improve it.

I hope that was of use!

If you have any other articles you’d suggest people read, paste them in the comments below. Remember, none of us are as clever as all of us!?

- Colin

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