This is easily the most valuable tip.
Because in the new world we're living in.
If you can't connect emotionally with customers...
... You only have customers ON LOAN.
And as soon as another company comes along and connects with them emotionally - you'll lose those customers forever.
So I'm going to show you the quickest & easiest way to connect with customers.
But first look at this video and see how it makes you feel:
That's the power of a story.
Which leads me into CX success tip No 2:
Connect emotionally with customers by using stories.
Stories! You might shout.
How can stories connect us emotionally with customers so customer satisfaction, experience, loyalty and revenue improves.
Well sit back Cupcake and let me show you with a story that resulted in a huge settlement:
Seeking compensation for a client who had lost both arms in an accident, lawyer Moe Levine surprised the court by telling a brief and emotional story.
Here’s what he said:
“As you know, about an hour ago we broke for lunch.
I saw the bailiff come and take you all as a group to have lunch in the jury room. Then I saw the defense attorney, Mr. Horowitz. He and his client decided to go to lunch together. The judge and court clerk went to lunch.
So, I turned to my client, Harold, and said “Why don’t you and I go to lunch together?” We went across the street to that little restaurant and had lunch. (Significant pause.)
Ladies and gentlemen of the jury, you just had lunch... And I just had lunch with my client... He has no arms... He has to EAT like a dog. Please think about. Thank you very much.”
Levine reportedly won one of the largest settlements in the history of the state of New York.
The plain truth is, stories help you connect with people's emotions.
And if you also add a gift/reward with the story you give the reciprocity urge a chance to kick in.
We call this the Emotional Reciprocity effect and when you use it - yes, customer satisfaction, experience, loyalty and revenue improves.
So start telling stories and if you can - add gifts/rewards to them.
Do it now and you'll create an incredible emotional bond with customers.
Thanks for your time.
Ronald S. Rodney
Co-Founder of Epok.com