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Emotionally engaging customers to maximise retention and results

Research supports the notion that customers have underlying buying motives other than rational issues like price and delivery.

According to research in Harvard Business Review, emotionally satisfied customers deliver 80% more revenue and 24% more profit than rationally satisfied customers. Furthermore the research found that rationally satisfied customers act no differently than dissatisfied customers.

The next wave of business growth will come by tapping into the emotional economy. This is about moving from mere customer satisfaction to interacting with customers in a way the produces emotional engagement and emotional satisfaction.

Neuroscience has found that customer decision making is an interplay between rational thinking and emotions, but it also found that emotions play the major part in decision making. Being able to emotionally connect with customers is vital for customer satisfaction and retention.

Emotional engagement delivers the most profitable customer relationships.

The best way to maximise customer engagement is through positive human interactions. New research in the field of emotional intelligence has established emotions powerfully affect human behaviour.

Emotional intelligence competencies of self management, empathy and the ability to influence the emotions of customers are vital in being able to connect with customers on a deeper level. Building the emotional connections with customers will keep them coming back.


Training Programs to improve emotional intelligence and customer engagement

-The Psychology of Client Decision Making

-The Manager as Coach

-Leading with emotional intelligence

-Emotional Intelligence in Selling

-Business breakthroughs

-The Art and Science of Selling

-Attitude and Action for Acheivement

Case Studies

-Attitude & Action for Achievement Delivered on stretched sales goals

-Business Breakthroughs Delivered increased sales and more free time

-The Psychology of Client Decision Making Achieved significant growth in funds under management

-The Manager as Coach Produced increased employee engagement and productivity

-The Art & Science of Selling Generated significant increases in new business

-Leading with Emotional Intelligence Increased self awareness and responsibility

-Attitude & Action for Leadership Achievement Good self management is a foundation for managing others