In recent years, mature companies have started giving attention to retain their current customers. As studies show the cost of retaining customers is much lower than those of acquiring new ones. The success of this strategy depends on breadth and depth of customer relationship and ultimately transforming this royalty into higher sales of goods and services.
The spark and emotional driven behavior of company can maintain strong and committed brand follower. This requires the excellent frontline managers who directly represent the company in front of customers. There is also a strong link between the emotional charged moments of truths and purchasing decision of customers. The example of finance banking sector shows the same. Customers getting the good financial advices experience the emotionally driven moment of truth. The aggressive behavior of sale teams shows the generation of negative moment of truth and subsequently weakening the reputation of banking firm.
There is always the emotional connection between employee and customers. So, most companies understand the importance of building the capabilities of their frontline managers. The company helps them to enhance the emotional intelligence that required connecting with customers.
Employee perform exceptionally well at moments of truth when they clearly know what they are supposed to do. They must be guided by role models and led by managers. Simplifying frontline processes, deeper sense of meaning and stronger set of emotional skills help them to perform well.
The spark and emotional driven behavior of company can maintain strong and committed brand follower. This requires the excellent frontline managers who directly represent the company in front of customers. There is also a strong link between the emotional charged moments of truths and purchasing decision of customers. The example of finance banking sector shows the same. Customers getting the good financial advices experience the emotionally driven moment of truth. The aggressive behavior of sale teams shows the generation of negative moment of truth and subsequently weakening the reputation of banking firm.
There is always the emotional connection between employee and customers. So, most companies understand the importance of building the capabilities of their frontline managers. The company helps them to enhance the emotional intelligence that required connecting with customers.
Employee perform exceptionally well at moments of truth when they clearly know what they are supposed to do. They must be guided by role models and led by managers. Simplifying frontline processes, deeper sense of meaning and stronger set of emotional skills help them to perform well.