Customer Emotions and Actions

Customer Satisfaction
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Customer Satisfaction > Best Practices > Customer Emotions and Actions

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. (...) Read more? Sign up for free

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  Understanding Emotions of Customers and Acting upon that
Barry, Consultant, Nigeria, 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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Customer Satisfaction
Summary
Forum
What Customers Truly Value? 30 Elements (Bain)
What is (Customer) Utility? Meaning
🔥Customer Satisfaction Depends on Problem-Solving Efforts, not on Empathy
Best Practices
🥇Example FMCG and B2B business
🥈Overall Satisfaction in Customer Satisfaction Questionnaire?
🥉Alternate Methods to Measure Customer Satisfaction
What is Customer Satisfaction? Definitions
Assumptions of the Kano Model
How to Design a Generic Model Serving Unique Customers?
Sensemaking: What are your Customers' Needs? Really?
Software for Measuring Customer Satisfaction
C-U-S-T-O-M-E-R Service Dynamics in the New Economy
Customer Satisfaction and Competitive Advantage
How to Trigger Customer Satisfaction - Variables
Risks associated with Excitement Factor
Using Kano Model for Strategic Planning
Customer Emotions and Actions
Other Attributes of Features of a Product or Service
Customer Satisfaction as Research Driver
Research Software Development Industry?


Customer Satisfaction
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