Examining 10 Emotions, 8 Interactions, and Resulting Loyalty

Customer Experience Matters®

Any regular reader of this blog likely knows that emotion is a key topic for Temkin Group. We labelled 2016 as The Year of Emotion and operationalizing emotion is one of our 2017 CX trends.

As part of our push to drive more detailed discussions about emotion, we examined the emotions that consumers feel after specific interactions. It turns out that different interactions lead to a variety of emotions which have differing loyalty effects.

The chart below shows 10 emotions that 10,000 consumers selected to describe how they felt after completing eight interactions.

As you can see above:

  • Most interactions lead to positive emotions, as the four most prevalent emotions on our list are Happy, Excited, Relieved, and Confident.
  • Happy and Excited are the most common emotions.
  • Purchasing a new pair of shoes leads to the most frequent emotion, Happy.
  • Researching a health insurance plan doesn’t create any consistent emotional response, as…

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Put Culture Change On Your 2017 CX Agenda. Here’s How.

Customer Experience Matters®

If you’re thinking about improving your organization’s customer experience next year (and why wouldn’t you be?!?), then I hope you are also thinking about some changes in your organization’s culture. As I’ve said many, many times, your customer experience is a reflection of your culture and operating processes. It’s your culture that will sustain any improvements that you make in customer experience.

As I’m sure you know, culture change isn’t easy. People are naturally averse to change. As John Kenneth Galbraith so aptly stated, “Faced with the choice between changing one’s mind and proving that there is no need to do so, almost everyone gets busy on the proof.”

1612_employeereactiontochange

Any chance of a successful, purposeful change in your culture needs to focus on the thoughts, beliefs, and actions of individual employees. That’s the foundation of a concept that Temkin Group introduced called Employee-Engaging Transformation (EET). EET is based on five practices: Vision…

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Want Loyal Customers? Start Talking About Their Emotions!

Customer Experience Matters®

Did you know that customers who feel adoring after an experience are more than 11 times as likely to buy more from a company than customers who feel angry? And customers who feel appreciative are more than 5 times as likely to trust a company than those who feel agitated?

That’s because how customers feel about an interaction has a significant impact on their loyalty to a company. So let’s talk about emotions.

Despite the importance of customer emotions, they are all too often neglected (or outright ignored) inside of companies. As a result of this negligence, consumers give their providers very low emotion scores in our Temkin Experience Ratings.

It’s time to start talking about emotions. To help spur this dialogue, we introduced a new vocabulary that we call the Five A’s of an Emotional Response.

1612_5asofemotionalresponse

Every time a customer interacts with you, they feel one of…

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Here’s What 500 People Told Me about Customer Service

Blanchard LeaderChat

Customer Service Support Assistance Service Help Guide ConceptOver the last eight weeks I have done Legendary Service customer service training with more than 500 people who all want to improve both internal and external customer service in their organizations. Because I’m a big believer in the concept that no one of us is as smart as all of us, I ask participants in each class to share their ideas and strategies.

Here is the synthesis of the brilliance from amazing leaders just like you.

To rally your people to unleash the dream of Legendary Service and fuel repeat business, drive customer loyalty, and increase employee devotion, you must:

  • Listen to people’s ideas for improvement. Really listen. Spotlight situations where you have acted on their ideas. Listen with curiosity, not necessarily to find solutions.
  • Empower your team. Set clear agreements about their decision making authority. Ask them to describe circumstances where they would like the power to solve…

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Is Your Customer Service Legendary—or is it a Health Hazard?

Blanchard LeaderChat

This guest post is from Ian Beeson, managing director of Blanchard International, Australia.

Customer Satisfaction SurveyEvery interaction we have with a service provider leaves us with some sort of emotional response, from neutral and bland to deep anger and frustration at one extreme, joy and delight at the other.

We’ve all felt the stress associated with a provider whose customer experience is unresponsive and sometimes downright antagonistic—and the health effects of stress are well documented.

So are you killing your customers with stress and hostility? What are some straightforward steps you can take to nurture their long-term well-being? And why should you care?

Much has been written on the profit impact of customer service. Ken Blanchard sometimes describes profit as “the applause you get for delivering Legendary Service to your customers.” But there is a more simple, subtle, and powerful aspect to customer care. Customers will naturally move toward experiences that meet…

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Guide to Organizational Culture Change (Infographic)

Customer Experience Matters®

We regularly help companies create cultures that are more customer-centric.  So it seemed like a fun idea to create an infographic on the topic. Enjoy! You may want to see a video we created about customer-centric culture or the report, Employee-Engaging Transformation.
guide-to-organizational-culture-change

You can download (and print) this infographic in different forms:

The bottom line: The customer experience you deliver is a reflection of your culture

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Reblog: The Problem With Patient Experience

This is one of (if not) the best article I’ve read on the key drivers of patient experience! Clear and simple!

Experience Innovation Network

This blog post originally appeared on the PRC Custom Research blog on April 30, 2015. Co-authored by William Maples, M.D., oncologist, passionate and compassionate champion for experience improvement, founding member and continuing contributor to the Experience Innovation Network, we thought it was too good not to share. Reblogged with permission.

By William Maples, MD, Executive Director for The Institute for Healthcare Excellence and Candace A. Quinn, COO, Professional Research Consultants, Inc.

As a result of an article that we saw recently in The Atlantic that attempted to describe the quest for creating an excellent patient experience as one that has nurses and caregivers pursuing some holy grail of happiness, good food, and smiles, we reflected on the importance and impact of patient experience on the overall care and eventual health of each and every patient, and, we have reaffirmed our conviction that our industry must first develop an understanding of…

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