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The Intuitive Customer - Helping You Improve Your Customer Experience To Gain Growth

May 13, 2023

Having a high IQ isn’t the most important thing for leadership. It helps, but intelligence isn’t enough to make a great leader. 

It turns out that IQ without EQ, or emotional intelligence, doesn’t inspire teams to meet or exceed their goals. This EQ concept, popularized by Daniel Goleman, has been a crucial component of the leadership conversation for several years.

Similarly, customer service representatives with high EQ are crucial for the emotional management of customers. The ability to understand and manage emotions is a crucial factor in ensuring customer satisfaction.

EQ involves the ability to identify and manage our own emotions and the emotions of others, as well as understanding your reactions to situations and how they may affect others. In other words, leaders and customer service representatives who can remain calm and objective in stressful situations are more effective in their roles.

In this episode, we will delve into the concept of EQ, what it entails, and its impact on leadership and customer service strategies. We will explore the five realms of EQ, starting with knowing your emotions.

Here are some other key moments in the discussion:

  • 03:26  We introduce EQ and Goleman’s concept of the five realms of it, and how the first concept of it helped in Colin’s recent weight loss efforts. 
  • 08:50  Colin shares a story about how 30 years ago as a middle manager he went to a 360-degree feedback event that fundamentally changed how he thought about himself. 
  • 12:51 Ryan talks about how he likes that unlike intelligence, EQ is something you can work on and improve, no matter what you were given naturally. 
  • 17:11 Colin talks about the most silent transaction he ever had at the grocery store, and why that employee might be in the wrong position in the store. 
  • 20:30  We explain how well you deal with change is an essential part of EQ, particularly if you have some work to do.
  • 28:55  We summarize what we learned and how developing EQ can help one’s leadership as well as improve the Customer Experience their organization delivers. 


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Click HERE to learn more about Professor Ryan Hamilton of Emory University. 

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