- 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
| Extremely satisfied | Somewhat satisfied | Acceptable | Somewhat dissatisfied | Extremely dissatisfied |
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