Emotional Value

封面

版权信息

What others are saying about Emotional Value

Also by Janelle Barlow

FOREWORD

PREFACE

ACKNOWLEDGMENTS

INTRODUCTION ADDING EMOTIONAL VALUE TO YOUR CUSTOMERS’ EXPERIENCE

PART ONE BUILDING AN EMOTION-FRIENDLY SERVICE CULTURE

CHAPTER ONE THE CUSTOMER IS ALWAYS EMOTIONAL

CHAPTER TWO MANAGING EMOTIONS BEGINS WITH ME

CHAPTER THREE POSITIVE EMOTIONAL STATES ARE AN ASSET

PART TWO CHOOSING EMOTIONAL COMPETENCE

CHAPTER FOUR EMOTIONAL LABOR OR EMOTIONAL COMPETENCE?

CHAPTER FIVE MANAGING FOR EMOTIONAL AUTHENTICITY

PART THREE MAXIMIZING CUSTOMER EXPERIENCES WITH EMPATHY

CHAPTER SIX SATISFACTION ISN’T GOOD ENOUGH— ANYMORE

CHAPTER SEVEN THE CHALLENGE IN MEASURING CUSTOMER EMOTIONS

CHAPTER EIGHT THE GIFT OF EMPATHY

PART FOUR VIEWING COMPLAINTS AS EMOTIONAL OPPORTUNITIES

CHAPTER NINE COMPLAINTS: EMOTIONAL OPPORTUNITIES

CHAPTER TEN FUNDAMENTALS OF COMPLAINTS

CHAPTER ELEVEN STRATEGIES FOR HANDLING COMPLAINTS

PART FIVE USING EMOTIONAL CONNECTIONS TO INCREASE CUSTOMER LOYALTY

CHAPTER TWELVE LOYALTY IS A BEHAVIOR WITH ITS ROOTS IN EMOTIONS

CHAPTER THIRTEEN STRATEGIES FOR RETAINING CUSTOMERS

CHAPTER FOURTEEN FINAL THOUGHTS

APPENDIX A EMOTIONS: RESEARCH BACKGROUND

APPENDIX B WHAT DOES MARKETING RESEARCH TELL US ABOUT CONSUMER EMOTIONS?

APPENDIX C THE ELUSIVE LINK BETWEEN CUSTOMER SATISFACTION AND CUSTOMER LOYALTY: A SUMMARY OF THE RESEARCH

APPENDIX D COMPLAINT HANDLING: WHERE DOES THE LATEST RESEARCH TAKE US?

APPENDIX E EIGHT-STEP GIFT FORMULA

INDEX