Mar 12, 2022
Who do you feel loyal to in your life? My money is on your answer being your friends and family. The reason you feel loyal to them is because you have an emotional relationship with them. They might do things you don’t like sometimes, usually at the holidays, that drive you crazy. However, you don’t sever ties over it.
The same emotional connection happens in business relationships. Also, like your personal relationships, they can weather a little bad news without ending them. However, for this to be the case, there are some things you need to do ensure that this relationship forms—and it probably isn’t as complicated as you might think.
This episode focuses on how to create these emotional bonds with your customers and foster customer loyalty. We explain why emotional bonds protect you in business relationships and how to lay the foundation for customer loyalty.
Key Ideas to Improve your Customer Experience
To begin with, we borrow from a concept in Stephen Covey’s 7 Habits of Highly Effective People called the Emotional Bank Account. An Emotional Bank Account is a lot like a regular bank account where you make deposits and withdrawals. The difference is the deposits are good things that you do for your customers and the withdrawals are the things that happen that they don’t like. We think that everyone should invest a lot of time making deposits into the Emotional Bank Account for that rainy day when something doesn’t go the customers’ way.
Here are a few key moments in the discussion:
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Customer Experience Information & Resources
LinkedIn recognizes Colin Shaw as one of the 'World's Top 150 Business Influencers.' As a result, he has 289,000 followers of his work. Shaw is Founder and CEO of Beyond Philosophy LLC, which helps organizations unlock growth by discovering customers' hidden, unmet needs that drive value ($). The Financial Times selected Beyond Philosophy LLC as one of the best management consultancies for the last two years. Follow Colin on LinkedIn and Twitter.
Click here to learn more about Professor Ryan Hamilton of Emory University.
Why Customers Buy: As an official "Influencer" on LinkedIn, Colin writes a regular newsletter on all things Customer Experience. Click here to join the other 22,000 subscribers.
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