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Robbing the Emotional Piggy Bank...of Your Customers
Manage episode 326952058 series 2912341
İçerik Dan Holstein tarafından sağlanmıştır. Bölümler, grafikler ve podcast açıklamaları dahil tüm podcast içeriği doğrudan Dan Holstein veya podcast platform ortağı tarafından yüklenir ve sağlanır. Birinin telif hakkıyla korunan çalışmanızı izniniz olmadan kullandığını düşünüyorsanız burada https://tr.player.fm/legal özetlenen süreci takip edebilirsiniz.
Whenever we interact with our customers, we are having an impact on them. The impact is rarely neutral, and usually either positive or negative. When we have a positive impact, its like making a little deposit into their emotional bank account. Having a negative impact on a customer is like making a withdrawal from their emotional bank account. Whether we are making a deposit or withdrawal is based on how our customer feels after interacting with you or your team.
Here’s a little story to illustrate the concept. My son and I were flying cross country and I had paid extra to get a window seat. We’re big airplane fans and we wanted to see the sights as we were flying across the country. We get to our row, and there’s actually no window! Just the bulkhead! So frustrating!
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