Did you know that the number one driver of customer loyalty is emotions not product quality or price? It doesn’t matter if customers purchase products, eat at restaurants, visit their local Veterinarian or Doctor, they still love, feel, hate, cry, get upset, need empathy, laugh, get excited, want you to care, be heard, or feel better. If you can connect to any of these emotions, you will create a memorable customer experience they will remember and cherish much longer than your lower prices.
Make sure everyone in the company knows and understands the importance of engaging and connecting with your customer’s emotions. It’s not about amenities, services and product features. It’s all about creating strategies and a game plan where the number one objective is to satisfy the emotions of your customers.
The definition of the word “service” is to be helpful and useful. Most businesses are OK at doing that. However, the definition of the word “experience” is to engage in feelings and emotions. That is why I am not a fan of just providing customer service. Any business can be OK and average by being helpful and useful with some kind service. But in order to compete in your business world you need to be different and better than OK and average and the way to do it is to focus on emotions and feeling s of your customers.
Here are a few tips to help you:
- What emotions surround the reasons why your business exists?
- Make a list of the different emotions a customer might experience while doing business with you.
- Evaluate and rate how well each one of those emotions are taken care of or engaged by the staff.
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Once you begin to identify and engage your customer’s emotions, your customers will think that you care about them. They will appreciate that you listen, understand what they are going through, get excited with them, or feel their pain. Be sure to include emotions surrounding their pets, cars, homes or children too. That is how you build customer loyalty and a positive perception of your business. Now watch the real MAGIC begin!