Customer Emotions and Actions

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Customer Emotions and Actions
Rajkumar Baral
According to Kano theory there are two components: EMOTIONS and ACTIONS. In the service industry (banking, hotels), if the excitement from experiencing the product does not meet previous standards, then that customer will be dissatisfied.

Understanding Emotions of Customers and Acting upon that
Barry, Member
Emotional Customer Service is critical for the service industry. You need to understand how customers think and how what they think affects their emotions/feelings and how this reflects in their buying behaviour. Steps to understanding customers are:
  1. Perceive their emotions
  2. Use what you perceived to make informed decisions
  3. Understand their emotions
  4. Manage their emotions to guide them in making a buying decision.



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