Enhance the Customer Experience
What you'll learn
- Positive emotions calm down negative emotions (undoing hypothesis) through
- 70% of buying experience comes down to the way customers feel:
- Emotions are palpable when people arrive in an organization
- If workers feel elevated and empowered, so too will customers
Eve Ash asks Kylie Bell for an example of positive emotions in the workplace. Kylie singles out customer experience: 70% of people’s decision to buy comes down to the atmosphere when they walk in. What needs to happen is for companies and organizations to consciously determine the mood and experience they want customers to feel. If staff feel elevated, happy and empowered, customers will absorb this and want to return. Kylie advises companies to “bring your emotions to work and use them to your advantage”.
This program is one of the Insights and Strategies Series, featuring psychologist Eve Ash interviewing a range of experts and business leaders who share their experiences and practical strategies for achieving best practice.
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Business Outcomes
This program will provide skills and strategies for people to build and develop their communication skills for more challenging situations at work.
