From complaint to opportunity
Complaints are not an obstacle, but rather an opportunity. With smart conversation skills...
The 'Customer Journey' is the new holy grail of marketing, which marketers and managers are currently focusing on. Rightly so, of course, but should a well-oiled customer journey be completely focused on satisfaction? Today we explore a concept that may transcend customer satisfaction; an emotional bond with your customer.
Organizations are increasingly focusing on customer satisfaction. Logical, because in a hyper-competitive society you as a brand can no longer always distinguish yourself through quality products or services. Satisfaction factors, such as service and customer experience, are then powerful and important resources. The 'Customer Journey' is the new holy grail of marketing, which marketers and managers are currently focusing on. Rightly so, of course, but should a well-oiled customer journey be completely focused on satisfaction? Today we explore a concept that may transcend customer satisfaction; an emotional bond with your customer.
Alan Zorfas and Daniel Leemon are two scientists who regularly publish for the Harvard Business Review. They indicate that organizations, both B2C and B2B, are currently mainly busy mapping out the perfect balance in the customer journey and analyzing customer behavior per step in the journey. Monitoring takes place in physical stores or offices, in online environments, on social media, during 1-on-1 conversations, in sales meetings, etc. The goal: knowing the perfect moment for a sale and offering an optimal experience .
However, Zorfas and Leemon indicate that their research shows that there is a level that transcends this customer journey satisfaction: the fundamental motivation of your customer. The fulfillment of his, often unexpressed, emotional wishes and needs. As a sales manager or marketer, this is the level at which you can make the most impact and best influence the success of your company.
When you ask a customer about their satisfaction, they will automatically mention a number of well-known concepts to assess their satisfaction. Speed of service, quality, price, flexibility, you name it. And yet these do not appear to be the main drivers for your DMU. According to Zorfas, Leemon and their colleague Magids, the emotional motivators with the most influence are:
The experiences you can offer a customer that also lead to satisfaction are of course crucial for being able to respond effectively to these emotional factors. However, realizing that your customer is looking for emotional security can significantly influence the decisions in your sales strategy. Perhaps it is no longer a weakness or threat that your organization's products do not have the most competitive price/quality ratio. Increasing the emotional bond between you, your organization and your customer can increase your success, especially within a B2B environment where relationships can be decisive. How? By shaping your actions based on the 10 main emotional motivations. For example in the following ways:
In addition to these examples, there are dozens of ways to translate your customer's emotional motivations into practical actions within your sales organization. Which emotions do you appeal to your customer?