How to Deal With Emotional Customers
"You're getting all emotional." I've heard people say this to others as a negative, but in business, it can be used as a positive. Forget sales stats, balance sheets, and inventory counts. All customers make decisions with their hearts, so the more you can understand their emotional state, the further you can go to build a strong customer relationship.
Today's issue of 1to1 Weekly tries to get at the heart of customers' emotion with an interview with Dan Hill, author of Emotionomics. Hill explains that it takes a deft combination of respectfulness, engagement, and reassurance to demonstrate to customers that the company is not their adversary.
What do you think is more powerful messaging: features or feelings?
