How to Build an Emotional Connection with Customers
Learn actual tactics you can implement to emotionally engage with your customer base and drive customer loyalty.
Speakers Panel
Steven Walden, Senior Head of Research and Consulting
Kalina Janevska, Consultant, Business Psychologist
Colin Shaw, CEO, Founder, and author of three international best selling Customer Experience books
Program
Originally aired July 13, 2010
Is customer retention an issue for you? In this webinar, we focus on creating an emotional connection with your customers that can build long-term loyalty. Using the insurance industry as an example, our latest ‘Experience Tracker’ research looks at a new alternative to traditional forms of market segmentation: Emotional segmentation.
Learning objectives
- Understand the impact of customer experience on switching and churn behavour.
- Learn actual tactics you can implement to emotionally engage with your customer base and drive customer loyalty.
- Ideas how to engage senior executives and educate your employees to transform the customer experience (physical, functional, emotional) while potentially reducing costs and enhancing customer perceptions. (ie, customer letters of commendations – "wow what a great experience...I told everyone I know ....")
- Learn about a new emotional segmentation technique and insights that can help differentiate your company from the competition while improving customer retention and customer acquisition strategies.
Recorded session
Download webinar presentation [PDF]