Book description
Today's consumers demand not only services and products that are of the highest quality, but also positive, memorable experiences. This essential guide shows how organizations can leapfrog their competitors by learning how to add emotional value -the economic value of customers' feelings when they positively experience products and services -to their customers' experiences.Janelle Barlow and Dianna Maul, with more than forty years combined experience in the service industry, detail five practices for adding emotional value to customer and staff experiences.
Table of contents
- COVER PAGE
- TITLE PAGE
- COPYRIGHT PAGE
- What others are saying about Emotional Value
- FOREWORD
- PREFACE
- ACKNOWLEDGMENTS
- INTRODUCTION ADDING EMOTIONAL VALUE TO YOUR CUSTOMERS’ EXPERIENCE
- PART ONE: BUILDING AN EMOTION-FRIENDLY SERVICE CULTURE
- CHAPTER ONE: THE CUSTOMER IS ALWAYS EMOTIONAL
- CHAPTER TWO: MANAGING EMOTIONS BEGINS WITH ME
- CHAPTER THREE: POSITIVE EMOTIONAL STATES ARE AN ASSET
- PART TWO: CHOOSING EMOTIONAL COMPETENCE
- CHAPTER FOUR: EMOTIONAL LABOR OR EMOTIONAL COMPETENCE?
-
CHAPTER FIVE: MANAGING FOR EMOTIONAL AUTHENTICITY
- Fostering Positive Interdependency
- Task-Oriented versus Emotional Relationships
- Forming Relationships Is the New Competency
- Dealing with the “Always Right” Customer
- Hiring for Emotional Competence
- Defining the Emotional Requirements of Service Jobs
- Understanding the Necessity of Ongoing Education
- Encouraging Staff Autonomy and Emotional Competence
- ASSESSING YOUR ORGANIZATION’S SERVICE PHILOSOPHY
- PART THREE: MAXIMIZING CUSTOMER EXPERIENCES WITH EMPATHY
- CHAPTER SIX: SATISFACTION ISN’T GOOD ENOUGH— ANYMORE
- CHAPTER SEVEN: THE CHALLENGE IN MEASURING CUSTOMER EMOTIONS
-
CHAPTER EIGHT: THE GIFT OF EMPATHY
- Creating a Climate for Generous Empathy
- Flow States
- Teaching Empathy through Better Listening
- Broadcasting Service Successes
- Measuring Emotional Reactions
- Critical Customer Factors
- Measure Parameters That Are Useful to Your Staff
- Metaphors Can Capture Emotional Reactions
- Measuring Key Indicators of Loyalty, Not Satisfaction
- Measuring Emotional Content of Satisfaction
- Emotion Profiles
- ASSESSING YOUR ORGANIZATION’S EMPATHY
- PART FOUR: VIEWING COMPLAINTS AS EMOTIONAL OPPORTUNITIES
- CHAPTER NINE: COMPLAINTS: EMOTIONAL OPPORTUNITIES
- CHAPTER TEN: FUNDAMENTALS OF COMPLAINTS
-
CHAPTER ELEVEN: STRATEGIES FOR HANDLING COMPLAINTS
- Going from Problems to Partners
- Empowering Staff to Handle Complaints Is More Than Giving Permission
- Creating a Craving for Feedback
- Severity of Problem
- Focusing on Lifetime Customer Value
- Talking to the Emotionality of Complaints
- Turning Complaints into Customer Learning Opportunities
- Taking Complaints Seriously
- Eliminating Blame
- Expanding the Zone of Tolerance
- Handling Complaints from Corporate Customers
- ASSESSING YOUR ORGANIZATION’S COMPLAINT FRIENDLINESS
- PART FIVE: USING EMOTIONAL CONNECTIONS TO INCREASE CUSTOMER LOYALTY
- CHAPTER TWELVE: LOYALTY IS A BEHAVIOR WITH ITS ROOTS IN EMOTIONS
- CHAPTER THIRTEEN: STRATEGIES FOR RETAINING CUSTOMERS
- CHAPTER FOURTEEN: FINAL THOUGHTS
- APPENDIX A: EMOTIONS: RESEARCH BACKGROUND
- APPENDIX B: WHAT DOES MARKETING RESEARCH TELL US ABOUT CONSUMER EMOTIONS?
- APPENDIX C: THE ELUSIVE LINK BETWEEN CUSTOMER SATISFACTION AND CUSTOMER LOYALTY: A SUMMARY OF THE RESEARCH
- APPENDIX D: COMPLAINT HANDLING: WHERE DOES THE LATEST RESEARCH TAKE US?
- APPENDIX E: EIGHT-STEP GIFT FORMULA
- NOTES
- INDEX
- ABOUT THE AUTHORS
Product information
- Title: Emotional Value
- Author(s):
- Release date: April 2000
- Publisher(s): Berrett-Koehler Publishers
- ISBN: 9781605097244
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