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EMOTIONAL VALUE
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EMOTIONAL VALUE
by Janelle Barlow, Dianna Maul
Emotional Value
COVER PAGE
TITLE PAGE
COPYRIGHT PAGE
What others are saying about Emotional Value
FOREWORD
PREFACE
Orientation of Emotional Value
ACKNOWLEDGMENTS
INTRODUCTION ADDING EMOTIONAL VALUE TO YOUR CUSTOMERS’ EXPERIENCE
The Experience Economy
The Emotional Sting of Poor Service
The Human Aspect of Customer Service
The Starting Point
PART ONE: BUILDING AN EMOTION-FRIENDLY SERVICE CULTURE
CHAPTER ONE: THE CUSTOMER IS ALWAYS EMOTIONAL
Consuming Is an Act of Emotional Engagement
Emotions Imply Obligations
Emotions Matter
What Do Emotions Tell Us about Customers?
The Link among Passion, Loyalty, and Emotions
Valuing the Emotionality in Customer Communications
CHAPTER TWO: MANAGING EMOTIONS BEGINS WITH ME
The Power of Self-Awareness
Visual Self-Awareness
Awareness in Teams
Awareness Is for Managers, Too
Organizational Culture and Emotional Awareness
CHAPTER THREE: POSITIVE EMOTIONAL STATES ARE AN ASSET
Shifting to Positive Emotions
ASSESSING YOUR ORGANIZATION’S EMOTION-FRIENDLY SERVICE CULTURE
PART TWO: CHOOSING EMOTIONAL COMPETENCE
CHAPTER FOUR: EMOTIONAL LABOR OR EMOTIONAL COMPETENCE?
Do Employers Have the Right to Demand Emotional Participation?
The Positive Challenge of Service Work
Creating Customers
Does Giving Diminish Us?
Service Relationships versus Service Encounters
Can Technology Save Us from Emotional Labor?
The Challenge of Burnout
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
Emotional Accounts and Empathy
Emotional Reactions and Satisfaction
CHAPTER SEVEN: THE CHALLENGE IN MEASURING CUSTOMER EMOTIONS
Assessing the Emotional Reactions of Customers: The Obstacles
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
Most Customers Do Not Complain
Most Complaints Are Handled Poorly— According to Customers
Complaints Are Easily Remembered
Complaining Customers Are Potential Loyal Customers
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
The Value of Retained Customers
Emotional Drivers of Loyalty and Value
Feelings Influence Loyalty
Emotions Drive Assessment of Value
CHAPTER THIRTEEN: STRATEGIES FOR RETAINING CUSTOMERS
Listening to the Voices of Loyal Customers
Retaining Customers by Retaining Staff
Going for Impact: That’s Where Emotions Reside
Communicating a Message of Fairness
ASSESSING YOUR ORGANIZATION’S FOCUS ON CUSTOMER RETENTION
CHAPTER FOURTEEN: FINAL THOUGHTS
APPENDIX A: EMOTIONS: RESEARCH BACKGROUND
Dynamics of Emotions
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
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