Times have changed and you're either going to be left behind or be in front
Today, if you can't bond emotionally with customers. You haven’t really got customers...
... You have customers on loan.
Successful CX pros and marketers know this. So they're busy creating emotional bonds.
And when you do it...
- You'll see The Trojan Horse Effect. As customers accept your story gift/reward packages they open up to you... a bond develops... this sets up reciprocity... that leads to customers helping you... that usually results in higher NPS and CX scores.
- You'll see more feedback. Before asking for feedback, first give customers a gift. Do it this way and you give the reciprocity urge a chance to kick in so you get more replies.
- You'll see customer frustrations melt away. Fix a customer's problem then give them a surprise gift. A frustrated customer is now a potential 10 point NPS Promoter. They’ll remember what you did and feel closer to the company.
It all starts with understanding Emotional Reciprocity.
You could be a CX award winner