Emotional Inteligence: Build Bonds Between Your Brand and the Customer

Kinesis CEM, LLC

Emotional Intelligence: Build Bonds Between Your Brand and the Customer

https://blog.kinesis-cem.com/2015/10/27/emotional-intelligence-build-bonds-between-your-brand-and-the-customer/

Eric Larse is co-founder of Seattle-based Kinesis, which helps companies plan and execute their customer experience strategies. Mr. Larse can be reached at [email protected].

http://www.kinesis-cem.com

kinesis-cem.com 206.285.2900 [email protected]

Emotional Intelligence:Build Bonds Between Your Brand

and the Customer

Emotional intelligence is defined by four personality characteristics:

1 - A strong sense of self-empowerment and self regulation;

2 - A positive outlook;

3 - An awareness of feelings (both their own and customers); and

4 - A master of fear and anxiety and the ability to tap into selfless motives.

What is Emotional

Intelligence?

Benefit to the Customer

Experience

Personality Characteristic

Benefit to Customer Experience

Self-Empowerment & Regulation

Make Decisions in the Moment


Experience



Positive Outlook

Constructive Responses to

Challenges


Experience



Awareness of Feelings

Empathy & Better Communication with Customers


Experience



Master of Fear/Anxiety and Selfless

Motives

Express Feelings of Empathy and

Caring

Customer Experiences with Significant

Importance to the Customer Relationship

Moments of Truth

Much of the Benefit of Emotional

Intelligence is in Moments of

Truth

Moments of Truth

Give People Meaning in Their Work

Build Emotional

Intelligence

Create Learning Opportunities

Through Experience

Build Emotional

Intelligence

Align Customer Experience

Systems and Processes

Build Emotional

Intelligence

Enlist Leaders and Mentors

Build Emotional

Intelligence

Business

Emotional Inteligence: Build Bonds Between Your Brand and the Customer