how emotions drive customer experience webinar

EMOTIONSCUSTOMER EXPERIENCE

CXemotionalrollercoaster

GOAL TODAY

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CONVERSATION

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RAGE

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RAGE

What Customers Who Complain Really WantIt generally won’t cost the business money

Source: 2013 Rage Study sponsored by ASU Center for Leadership, designed by CMCC and conducted by NOVO 1

@TaraPaluck @ unCustomerYExp ©2014 fassforward Consulting Group CXemotionalrollercoaster

EMOTIONS CUSTOMER EXPERIENCE

Source: Beyond Philosophy, The DNA of Customer Experience

TWO THINGS

EMOTIONPROBLEM

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MATTER

250,000

15%

53%

84%

first 3 days first month second month

@TaraPaluck @ unCustomerYExp ©2014 fassforward Consulting Group CXemotionalrollercoaster

EMOTIONS CUSTOMER EXPERIENCE

@TaraPaluck @ unCustomerYExp ©2014 fassforward Consulting Group CXemotionalrollercoaster

Aug ‘13 Sept ‘13 Oct. ‘13 Nov. ‘13 Dec. ‘13 Jan. ‘14 Feb. ‘13 Feb. ‘14 Apr. ‘14 May ‘14 June ‘14 July ‘14

No dated transactions in portfolio; chart is based on a 1-year, 10,000.00 investment

30

25

20

15

10

5

0

-5

-10

-15

This slide is a go

Amazon, Costco, MarriottUPS, Apple, Delta, TD

CXi Leaders

Cigna, Humana, Cablevision, Travelers, Radio Shack, BB&T

CXi Laggards

S&P 500

Source: Google Finance, Portfolio Performance, August 2014; The Customer Experience Index, 2013, Forrester Research.

@TaraPaluck @ unCustomerYExp ©2014 fassforward Consulting Group CXemotionalrollercoaster

EMOTIONS WELL

Source: “Intense Emotions and Strong Feelings”, Psychology Today, December 2010

“Emotions are not particularly sophisticated or precise, but their speed and utility make up for what they lack in sophistication and precision.”

And this can turn out good, bad, or ugly. Especially when you’ve already taken 20 calls that day, and you have only 8 minutes to address BOTH parts problem and emotion.

@TaraPaluck @ unCustomerYExp ©2014 fassforward Consulting Group CXemotionalrollercoaster

Escalations –both your agent and your customers get “hooked”

Unhappy people(with either resolvedor unresolved issues) who say the experience was negative

EMOTIONS WELLROLE PLAY

TWO THINGS

EMOTIONPROBLEM

@TaraPaluck @ unCustomerYExp ©2014 fassforward Consulting Group CXemotionalrollercoaster

HELP AGENTSMANAGE SUCCESSFULLY

@TaraPaluck @ unCustomerYExp ©2014 fassforward Consulting Group CXemotionalrollercoaster

THE BIG 5ANXIETY

FRUSTRATION

CONFUSION

ENTITLEMENT

FRENZY

HELP AGENTSMANAGE SUCCESSFULLY

Each of these emotions, if not recognized and handled well, will lead to anger, and an escalation. This is a complete loss for your company.

@TaraPaluck @ unCustomerYExp ©2014 fassforward Consulting Group CXemotionalrollercoaster

How can we help ourselves and our agents manage them more successfully?

What role do these emotions play in our agents lives?

HELP AGENTSMANAGE SUCCESSFULLY

ANXIETY

FRUSTRATION

CONFUSION

ENTITLEMENT

FRENZY

@TaraPaluck @ unCustomerYExp ©2014 fassforward Consulting Group CXemotionalrollercoaster

EMOTIONAL

@TaraPaluck @ unCustomerYExp ©2014 fassforward Consulting Group CXemotionalrollercoaster

EMOTIONAL

ANXIETY

FRUSTRATION

ANXIOUS FRUSTRATEDHow they sound?

What do I hear?

What’sUnderneath?

What helps?

What hurts?

Action to redirect

Trigger phrase

@TaraPaluck @ unCustomerYExp ©2014 fassforward Consulting Group CXemotionalrollercoaster

USE

@TaraPaluck @ unCustomerYExp ©2014 fassforward Consulting Group CXemotionalrollercoaster

EMOTIONAL

Escalations Average Handle Time

First Call Resolution Calls Per Day Employee andCustomer Happiness

GOAL TODAY

@TaraPaluck @ unCustomerYExp ©2014 fassforward Consulting Group CXemotionalrollercoaster

SUMMARY

CXemotionalrollercoaster