What Customers Like About You : Adding Emotional Value for by David Freemantle

By David Freemantle

Over the past years David Freemantle has studied 1000's of businesses all over the world to find how they accomplished their aggressive virtue. In What clients Like approximately You he finds the key in their good fortune: emotional worth (e-value).

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Extra resources for What Customers Like About You : Adding Emotional Value for Service Excellence and Competitive Advantage

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That movement is directed by our emotions towards what makes us feel good and away from what makes us feel bad. The word ‘emotion’ has the same root as the verbs “to motivate” and “to motor”. They derive from the Old French word movêre (to move), which itself derives from Latin. Emotion is all about movement and therefore influences our motivation to make certain decisions and direct our behavior accordingly. Emotion harnesses our feelings (external and internal sensations) and together with our esprit and our energy is the source of our motivation.

If you do not Moving towards what we like connect with them emotionally and away from what we dislike is the basic binary and furthermore show them no code of behavioral choice esprit, there is a similar risk. T WO TYPES OF BEHAVIORAL TRIGGER Our behavioral movements (towards feeling good or away from feeling bad) and thus our choices are initiated by one of two types of sparking mechanism: esprit and automatic reflex responses. The beliefs that form our esprit derive from the vast range of experiences to which we have been subjected in life, our interpretation of them together with the influence of those people we trust.

This experiential reflex reaction is based on binary code, as follows: CODE 0 Drive through a red light. Put lives at risk. Threaten survival. Feel bad. CODE 1 Stop at a red light. Secure survival. Feel good. 44 WHAT CUSTOMERS LIKE ABOUT YOU R EFLEX RESPONSES IN CUSTOMER SERVICE SITUATIONS The majority of our behaviors towards customers are based on reflex responses and the majority of their behaviors towards us are the same. For example, how we look at an approaching customer, how we answer the telephone, how we reply to letters of complaint and how we process a transaction at the counter are all based on reflex responses.

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