This post discusses emotional intelligence, the advantages it offers the customer experience and customer loyalty, as well as how to foster it.

1. Kinesis CEM, LLC
Emotional Intelligence: 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 elarse@kinesis-cem.com.
http://www.kinesis-cem.com
kinesis-cem.com 206.285.2900 info@kinesis-cem.com
Emotional Intelligence:
Build Bonds Between Your Brand
and the Customer

2. Emotional intelligence is defined 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?

3. Benefit to the
Customer
Experience
Personality
Characteristic
Benefit to
Customer
Experience
Self-
Empowerment
& Regulation
Make Decisions
in the Moment

4. Benefit to the
Customer
Experience
Personality
Characteristic
Benefit to
Customer
Experience
Positive
Outlook
Constructive
Responses to
Challenges

5. Benefit to the
Customer
Experience
Personality
Characteristic
Benefit to Customer
Experience
Awareness of
Feelings
Empathy & Better
Communication
with Customers

6. Benefit to the
Customer
Experience
Personality
Characteristic
Benefit to Customer
Experience
Master of
Fear/Anxiety
and Selfless
Motives
Express Feelings
of Empathy and
Caring

7. Customer
Experiences with
Significant
Importance to the
Customer
Relationship
Moments of
Truth

8. Much of the
Benefit of
Emotional
Intelligence is in
Moments of
Truth
Moments of
Truth

9. Give People
Meaning in
Their Work
Build
Emotional
Intelligence

10. Create Learning
Opportunities
Through
Experience
Build
Emotional
Intelligence

11. Align Customer
Experience
Systems and
Processes
Build
Emotional
Intelligence

12. Enlist Leaders
and Mentors
Build
Emotional
Intelligence