Recent research by the Temkin Group showed that how a customer feels about an interaction with a company is the most powerful indicator – and driver – of customer loyalty.
Compared with customers who have a poor emotional experience, those with a positive one are 6x more likely to purchase again, and 12x more likely to recommend a company.
Additionally, the lifetime value of an emotionally-connected customer is more than twice than that of a highly satisfied customer.
This clearly has implications for every company that sells products and services to customers.
But it got me thinking… how do you do it? I realized the manifestation of incredible, emotionally-riveting customer service is a feeling you create in your customer.
Colin Taylor, CEO of The Taylor Reach Group, a call center consulting firm, told me that “making an emotional connection with the customer is one of the key aspects of delivering a superior customer experience and is one of the three E’s of superior customer experience – along with ease and engagement.”
The impact? An increase in customer loyalty, retention, and sales.
If incorporating positive emotion int… Read More