Emotional Inteligence: Build Bonds Between Your Brand and the Customer

Emotional Inteligence: Build Bonds Between Your Brand and the Customer

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  Kinesis CEM, LLC EmotionalIntelligence: Build Bonds Between Your Brand and the Customer https://blog.kinesis-cem.com/2015/10/27/emotional-intelligence-build-bonds-between-your-brand-and-the-customer/ Eric Larse is co-founder of Seattle-based Kinesis, which helps companies plan and execute their customer experience strategies. Mr. Larse can be reached at [email protected]. http://www.kinesis-cem.com kinesis-cem.com 206.285.2900 [email protected] Emotional Intelligence: Build Bonds Between Your Brand and the Customer
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  Emotional intelligence isdefined by four personality characteristics: 1 - A strong sense of self- empowerment and self regulation; 2 - A positive outlook; 3 - An awareness of feelings (both their own and customers); and 4 - A master of fear and anxiety and the ability to tap into selfless motives. What is Emotional Intelligence?
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  Benefit to the Customer Experience Personality Characteristic Benefitto Customer Experience Self- Empowerment & Regulation Make Decisions in the Moment
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  Benefit to the Customer Experience Personality Characteristic Benefitto Customer Experience Positive Outlook Constructive Responses to Challenges
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  Benefit to the Customer Experience Personality Characteristic Benefitto Customer Experience Awareness of Feelings Empathy & Better Communication with Customers
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  Benefit to the Customer Experience Personality Characteristic Benefitto Customer Experience Master of Fear/Anxiety and Selfless Motives Express Feelings of Empathy and Caring
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  Customer Experiences with Significant Importance tothe Customer Relationship Moments of Truth
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  Much of the Benefitof Emotional Intelligence is in Moments of Truth Moments of Truth
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  Give People Meaning in TheirWork Build Emotional Intelligence
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  Create Learning Opportunities Through Experience Build Emotional Intelligence
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  Align Customer Experience Systems and Processes Build Emotional Intelligence
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  Enlist Leaders and Mentors Build Emotional Intelligence