Today’s consumers readily tell others when they have a negative experience with a company, meaning that brands must prioritise the customer experience to foster loyalty and satisfaction. While automation and technology can make a service #quicker and more efficient, doing a ‘human touch’ are often at the heart of good customer experience…

7 pillars of customer experience

  • Personalisation:Using individualised attention to drive an emotional connection.
  • Integrity:Being trustworthy and engendering trust.
  • Expectations:Managing, meeting and exceeding customer expectations.
  • Resolution:Turning a poor experience into a great one.
  • Time and Effort:Minimising customer effort and creating frictionless processes.
  • Empathy:Achieving an understanding of the customer’s circumstances to drive deep rapport.
  • Inside:Ensure employee satisfaction to keep customers happy and… always work to improve the customer experience.

Now it is time for you to review your activities and…’nomen omen’… experiences with your clients!

“Most fail because they major in minor things.” by T. Robbins… and specialists of #BizCoaching #NeuroMarketing from DM2Agency.

More about benefits of emotions in business:

3 x more success at work thanks to emotional intelligence

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Empathic leadership

It is all about emotions


About the Author:

DOROTA IWANKIEWICZ, FCIM | Senior Strategic/Marketing Professional | External&Internal Branding Specialist | CIPD & CILEx member Dorota combines 20 years of experience and constant development in the range of influencing people as a senior marketing/strategic professional and a managing director conducting manufacturer's projects. As a senior marketing professional: she accompanies DM2 Agency’s clients to achieve their defined goals, using knowledge and rich resources from neuromarketing, behaviourism, psycholinguistics. Dorota is the author of an educational programme about the art of persuasion, protected by the intellectual property law and implemented by the best Polish universities, and she is a co-leader of business workshops cooperating with the top law’s firm from City London. Her portfolio, gathered for many years, represents examples of effective marketing&PR campaigns eg. VISA, Mastercard, GSK, British America Tobacco, Geberit. She was a leader in European transitional programme (cooperation: Poland and UK) focused on training systems in order to develop employability, improving the labour market according to EU programme Europe 2020 growth and jobs strategy. Dorota is future-focused, inquisitive and open-minded; seeks out evolving and innovative ways to add an irresistible value to the clients/organisations. She consistently leads by example, acts with integrity, impartiality and independence, balancing individual, organisation and legal parameters. EXPERTISE: Leadership and Management | Communications strategy | Negotiations | Neuromarketing | Public Relations | Employer Branding | Employment Law | Psycholinguistics

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