Synopses & Reviews
Society is rapidly moving from a service economy to an experience economy. As a result, today's more sophisticated consumers not only demand services and products that are of the highest quality; they also want positive, emotionally satisfying experiences. The companies and institutions that learn how to add emotional value to their customers' experiences will leave their competitors behind.
This book details a practice for adding emotional value to customers' experiences and to those of staff. The practices show that by understanding the critical role emotions play in creating customer experiences, organizations can take their service to new levels.
Synopsis
Combining strategic advice with wisdom found in books such as Daniel Goleman's ""Working with Emotional Intelligence, "" two international management consultants outline ways in which businesses can elevate levels of satisfaction.
Synopsis
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.
Description
Includes bibliographical references (p. 265-293) and index.