moment of truth
DESCRIPTION
TRANSCRIPT
![Page 1: Moment Of Truth](https://reader033.vdocument.in/reader033/viewer/2022061218/54b5d0454a7959231b8b466f/html5/thumbnails/1.jpg)
Emotional Intelligence
during
Moment Of Truth
![Page 2: Moment Of Truth](https://reader033.vdocument.in/reader033/viewer/2022061218/54b5d0454a7959231b8b466f/html5/thumbnails/2.jpg)
The cost and effort of retaining a customer has always been lower then……….
……those of acquiring new ones.
![Page 3: Moment Of Truth](https://reader033.vdocument.in/reader033/viewer/2022061218/54b5d0454a7959231b8b466f/html5/thumbnails/3.jpg)
But success of this strategy depends on building a strong customer relationship
![Page 4: Moment Of Truth](https://reader033.vdocument.in/reader033/viewer/2022061218/54b5d0454a7959231b8b466f/html5/thumbnails/4.jpg)
Although companies invest a lot of money in KOL management and customer-relationship-management (CRM) technologies
![Page 5: Moment Of Truth](https://reader033.vdocument.in/reader033/viewer/2022061218/54b5d0454a7959231b8b466f/html5/thumbnails/5.jpg)
where they often fail is
![Page 6: Moment Of Truth](https://reader033.vdocument.in/reader033/viewer/2022061218/54b5d0454a7959231b8b466f/html5/thumbnails/6.jpg)
Companies earn trust and loyalty during
"moments of truth"
![Page 7: Moment Of Truth](https://reader033.vdocument.in/reader033/viewer/2022061218/54b5d0454a7959231b8b466f/html5/thumbnails/7.jpg)
those interactions between employees and customers when customers invest a high amount
of emotional energy in the outcome
• Product Information • Request for a service• Refund
![Page 8: Moment Of Truth](https://reader033.vdocument.in/reader033/viewer/2022061218/54b5d0454a7959231b8b466f/html5/thumbnails/8.jpg)
a positive experience during these interaction between the customer and employee
helps transform wary or skeptical people into strong and committed customers and loyalist
![Page 9: Moment Of Truth](https://reader033.vdocument.in/reader033/viewer/2022061218/54b5d0454a7959231b8b466f/html5/thumbnails/9.jpg)
Where, most organizations struggle is the way they respond to these moments of truth
![Page 10: Moment Of Truth](https://reader033.vdocument.in/reader033/viewer/2022061218/54b5d0454a7959231b8b466f/html5/thumbnails/10.jpg)
Organizations can achieve a positive outcome from these moments of truth
By supporting and developing the frontline emotional intelligence of its employees
![Page 11: Moment Of Truth](https://reader033.vdocument.in/reader033/viewer/2022061218/54b5d0454a7959231b8b466f/html5/thumbnails/11.jpg)
As emotion plays a critical role in the consumer decision-making process
customers remember the emotion during the moment of truth, much of their purchase decisions are based on the emotional connection they have form
![Page 12: Moment Of Truth](https://reader033.vdocument.in/reader033/viewer/2022061218/54b5d0454a7959231b8b466f/html5/thumbnails/12.jpg)
Customers rate their emotional bond with a business on the basis of four drivers:
• Feeling Protected• Feeling Confident and Informed• Feeling Valued • Helpful Service
![Page 13: Moment Of Truth](https://reader033.vdocument.in/reader033/viewer/2022061218/54b5d0454a7959231b8b466f/html5/thumbnails/13.jpg)
Disloyalty of a customer is result of absence of any opportunity to form an emotional bond.
![Page 14: Moment Of Truth](https://reader033.vdocument.in/reader033/viewer/2022061218/54b5d0454a7959231b8b466f/html5/thumbnails/14.jpg)
Frontline employees can succeed in building an emotional bond with the right skills and competencies
• Positive feelings,
• Values (belief in the products
and services they offer)• Needs (keeping customer's need ahead of yours)
in short, the required emotional intelligence
![Page 15: Moment Of Truth](https://reader033.vdocument.in/reader033/viewer/2022061218/54b5d0454a7959231b8b466f/html5/thumbnails/15.jpg)
How Organizations can help
EMPOWER
employees to make decisions right on the spot if that should be necessary
![Page 16: Moment Of Truth](https://reader033.vdocument.in/reader033/viewer/2022061218/54b5d0454a7959231b8b466f/html5/thumbnails/16.jpg)
ENCOURAGE
them to improve there capabilities—so that they acquire the right emotional skills
![Page 17: Moment Of Truth](https://reader033.vdocument.in/reader033/viewer/2022061218/54b5d0454a7959231b8b466f/html5/thumbnails/17.jpg)
EMPATHY
Customers don't want blank-faced, unemotional "transaction" machines. They want understanding. If you
show empathy, you build trust.
![Page 18: Moment Of Truth](https://reader033.vdocument.in/reader033/viewer/2022061218/54b5d0454a7959231b8b466f/html5/thumbnails/18.jpg)
ENJOYABLE
Create a positive atmosphere which make the challenges of work enjoyable.
![Page 19: Moment Of Truth](https://reader033.vdocument.in/reader033/viewer/2022061218/54b5d0454a7959231b8b466f/html5/thumbnails/19.jpg)
…and finally REWARD
them to recognize and acknowledge their contributions.
![Page 21: Moment Of Truth](https://reader033.vdocument.in/reader033/viewer/2022061218/54b5d0454a7959231b8b466f/html5/thumbnails/21.jpg)
Sources
• Google Knol
• McKinsey Quarterly
• Google Images