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1. Introduction
2. Agenda
3. Customer emotion and behaviours
4. Feeling vs. process
5. What do our customers really want?
6. How are emotions demonstrated
7. Perception - we can disagree and both be right
8. Perception and awareness
9. The four insights colour energies
10. The four insights colour energies - on a good day
11. The four insights colour energies - on a bad day
12. Colourful needs
13. Why do customers get upset? - cool blue
14. Why do customers get upset? - fiery red
15. Why do customers get upset? - sunshine yellow
16. Why do customers get upset? - earth green
17. Understanding personal emotions
18. Impact on the customer (1)
19. Impact on the customer (2)
20. Bridging the gaps - cool blue
21. Bridging the gaps - earth green
22. Bridging the gaps - sunshine yellow
23. Bridging the gaps - fiery red
24. What are we measuring?
25. Customer experience analysis
26. Getting all your people involved
27. Translation into internal quality measures
28. Creating a culture of emotional recognition
29. Speech recognition software (1)
30. Speech recognition software (2)
31. Return on investment
32. One final thought

Topics Covered

• Customer emotions and behaviors
• How are emotions demonstrated?
• Perception and awareness
• The four insights color energies
• Why do customers get upset |Understanding personal emotions
• Bridging the gaps
• Customer experience analysis
• Translation to internal quality measures
• Creating a culture of emotional recognition
• Speech recognition software

Links

Series:

• Contact Center Management

Categories:

• Marketing & Sales

Talk Citation

Publication History

• Published on July 30, 2009