Knowledge of Customer Emotions Enhances Customer Experience

A clear knowledge of customer’s emotions greatly enhances customer experience. A customer’s emotion is so fickle that it can change in an instant if he thinks he’s not getting what he wants. If you want to capture the attention of a customer, what better way to do this than to understand his emotions?

Yonyx enables organizations to create multi-media flowcharts that provide customers an interactive self-service experience similar to interacting with a live Agent.

Whether you’re on customer support or managing relationships through various business tools, you have to understand that customers can get emotionally involved with your service or product. Having a clearer perspective about what this means can go a long way in making sure that positive customer experience is achieved. Often, the higher the emotional attachment of a customer to a particular service or product the harder it can be to please them.

To ensure positive customer experience, you should always identify how important quality and availability of a product or service to customers. Since customers are the very foundation of business – it would be extremely useful if you take full advantage of tools and analytics that will help you understand your customers better. Social CRM is one of the tools that can help you identify the emotional attachment of customers to a particular brand. It is also a good channel for communicating with them – getting “personal” with their needs to achieve positive customer experience.

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Create interactive decision trees for customer service management, cold call scripts or self-service. Improve sales performance metrics and customer delight across your call centers.

Interactive Decision Tree