Why emotional intelligence needs to be better utilised in customer service interactions

Daniel Goleman, the psychologist who popularised the term ‘emotional intelligence’ (the ability to read, understand and respond to human emotions appropriately) argued that Emotional Intelligence (EI) was just as important as IQ when it comes to leadership and achieving success at work.

He suggested that decision makers should look beyond the typical skillsets required for customer service work, and instead find ways to measure the EI of...

By Adam Wilkinson, 16 May 2018, 1 comment. Categories: Best Practice, Customer Experience, Data-driven marketing.

Why technology is making customer experience more personal

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21st-century customer interaction is often categorised by being increasingly ‘experience’ focused  as market-aware, brand-weary consumers look for easy and efficient responses alongside personalised engagement.

Strong brand statements are no longer enough when communicating with the customer; the entire experience with a brand has to be responsive and perceptibly tailored to their needs.

Customers also now expect their entire journey with a brand to be an...