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Emotions: The Backbone of a Great Customer Experience - Teleperformance - ContactCenterWorld.com Blog

Emotions: The Backbone of a Great Customer Experience

You know in your heart that you have the best product out there in the market, but still, therein lies a bit of a problem: the numbers continue to show missed sales targets, and even more troubling—a consistent lack of repeat purchases.

Locating the root cause of this plateau has been a challenge for most companies, and seeking more (creative) ways to differentiate in their respective competitive industries has become a must. Others succeed, while a few fail, and sometimes the root that hinders the possibility of customer loyalty simply is a brand or company failing to validate customer emotions.

Emotions play an integral role in creating a solid customer experience. Even the smallest decision made by your customer can be the direct result of a felt emotion, whether it’s driving them away or bringing them closer to your brand. Creating a connection that is a result of trust, care, empathy, and transparency is vital in establishing brand loyalty among consumers. Transparency advocates Label Insight reported how 94% of consumers are likely to be loyal to a brand that offers complete transparency. Survey conductors Customer Thermometer showed how 65% of consumers in the United States felt being cared for as a result of having an emotional connection with a brand or company, inspiring brand affinity and loyalty.

What reasons do people give for their emotional brand connections? The aforementioned survey conducted by Customer Thermometer stated the following: 65% of customers felt a connection because a brand made them feel like it cares, 55% of customers felt like a brand has allowed them to make a positive difference in the world, 45% of customers felt like a brand understands them, and 42% felt like a brand is run by like-minded people. The top five emotions for brand connection? Interest, trust, optimism, admiration, and acceptance. 

Engaging your customers through an emotional connection can instill brand loyalty as a result of a great and memorable customer experience. Taking into consideration how customers would feel and knowing the importance of inspiring positive emotions in customers help a great deal as you shape your brand. As interactions experts, Teleperformance knows how a meaningful connection can lead to a lifelong partnership between you and your customers. Contact us today to learn how we can help you make every interaction matter!

Source: https://teleperformanceblog.com/customer-experience/emotions-the-backbone-of-great-cx/

Publish Date: February 12, 2019 5:00 AM


2021 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
OpsTel Services

SPEED & PLUS
The SPEED solution solves for service level issues while cost optimizing the environment with automation.

Provides an enhanced way to speed up & optimize invoking temporary agent skills configuration changes into the contact center environment.

Speed allows you to schedule both future changes & temporary changes that auto-revert back to the original state when scheduled time expires.

Speed features:

*Automated / Scheduled Temporary Agent Skills Configuration Management
*Immediate Temporary or Reoccurring Schedule Skills Configuration Changes
*Easy to Use/Operations Administration Focused
*Descriptive Monitoring Activity Dashboard
*Detailed “End to End’ Audit Trail and Perfor...
(read more)

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Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 



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Recent Blog Posts:
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