Janelle Barlow, Dianna Maul

Emotional Value (eBook, ePUB)

Creating Strong Bonds with Your Customers

• Format: ePub

Produktbeschreibung

Today's consumers demand not only services and products that are of the highest quality, but also positive, memorable experiences. This essential guide shows how organizations can leapfrog their competitors by learning how to add emotional value -the economic value of customers' feelings when they positively experience products and services -to their customers' experiences. Janelle Barlow and Dianna Maul, with more than forty years combined experience in the service industry, detail five practices for adding emotional value to customer and staff experiences.

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Produktdetails

• Verlag: Berrett-Koehler Publishers
• Seitenzahl: 336
• Erscheinungstermin: 17. März 2000
• Englisch
• ISBN-13: 9781609943417
• Artikelnr.: 38333002

Autorenporträt

Janelle Barlow and Dianna Maul

Inhaltsangabe

Foreword
Preface
Acknowledgments
Introduction: Adding Emotional Value to Your Customers’ Experience
Part I: Building an Emotion-Friendly Service Culture
1 The Customer Is Always Emotional
2 Managing Emotions Begins with Me
3 Positive Emotional States Are an Asset
Assessing Your Organization’s Emotion-Friendly Service Culture
Part II: Choosing Emotional Competence
4 Emotional Labor or Emotional Competence?
5 Managing for Emotional Authenticity
Assessing Your Organization’s Service Philosophy
Part III: Maximizing Customer Experiences with Empathy
6 Satisfaction Isn’t Good Enough—Anymore
7 The Challenge in Measuring Customer Emotions
8 The Gift of Empathy
Assessing Your Organization’s Empathy
Part IV: Viewing Complaints as Emotional Opportunities
9 Complaints: Emotional Opportunities
10 Fundamentals of Complaints
11 Strategies for Handling Complaints
Assessing Your Organization’s Complaint Friendliness
Part V: Using Emotional Connections to Increase Customer Loyalty
12 Loyalty Is a Behavior with Its Roots in Emotions
13 Strategies for Retaining Customers
Assessing Your Organization’s Focus on Customer Retention
14 Final Thoughts
Appendices
A Emotions: Research Background
B What Does Marketing Research Tell Us about Consumer Emotions?
C The Elusive Link between Customer Satisfaction and Customer Loyalty: A
Summary of the Research
D Complaint Handling: Where Does the Latest Research Take Us?
E Eight-Step Gift Formula
Notes
Index
About the Authors