'Emotional Value' offers customer service managers and supervisors dozens of proven ideas, innovative options, and powerful examples of organisations that systematically add emotional value to the customers' experience. This essential guide describes what's possible when "emotional intelligence" meets "the experience economy". It shows how organisations 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.
Detailed are five practices for adding emotional value to customer and staff experiences, including how to build an emotion-friendly service culture, choose emotional competence as an organisation's service model and use emotional connections to increase customer loyalty. With this book, organisations can take their customer service to new levels of refinement, compete more effectively and retain both customers and staff.
