Customer Emotions and Actions

Customer Satisfaction
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Rajkumar Baral, Nepal

Customer Emotions and Actions

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.

  Barry
Consultant, Nigeria
 

Understanding Emotions of Customers and Acting upon that

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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