Emotional Intelligence

Drive EQ to Improve CX and ROE [INFOGRAPHIC]

Let’s look at what can be done to enhance the success of CX (customer experience) efforts and your ROE (return on experience) investments. First and foremost, we should select people with high EQ (emotional intelligence) and/or develop the EQ of our existing team members. I spend a lot of time talking about EQ in my…

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Drive EQ to Improve CX & ROE [It’s Alphabet Soup Time]

I have long believed that CX (customer experience) is as much about perceived emotional value as it is about logical assessments of practical value. In other words, I think customers determine the quality of an experience based on the benefits and attributes of products or services AS WELL AS how the overall experience left them…

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Customer Experience and Value Add: Make it Personal, Emotional, and Sensory

Being raised in an emotionally expressive Italian family, it’s no wonder that I’ve been attracted to the emotional side of business and the importance of “emotional value” in customer experience creation. Over the years, I’ve gravitated toward thought leaders who’ve echo my belief that “all business is personal” and to my view that “behind every…

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Who’s in Charge? The Customer or You

I see it all too often but today the confrontation was epic! Let me set the stage in my best boxing ring announcer voice…. “In the red corner, a loud, brash, entitled customer  and  in the blue corner a poorly selected and ill-trained staff…..” Cesar Ritz, the founder of the Ritz-Carlton Hotel Company, iscredited with…

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Elevating Care in Healthcare: Lessons from the UCLA Health System eBook
How to Win Every Customer, Every Time, No Excuses! Article