Show empathy
If a customer feels that the seller does not care about his emotions, he is unlikely to buy anything. At least if he has a choice. That is why it is so important to be empathetic, to show interest in the desires, needs and feelings of potential buyers.
Learn to identify the character of your clients
Emotional marketing involves india email list training call center employees to determine the nature of the consumer. This is necessary so that communication can be adapted to a specific person in order to make it more comfortable. For example, one well-known company divided all its clients into 6-7 groups depending on their behavior. Then, training was conducted for specialists, during which they learned to determine the category to which the interlocutor belongs, and therefore, to communicate with him more effectively.
Surprise your customers
Pleasant surprises release dopamine in the human body. If you surprise your customers, they will remember the experience of communicating with the company as extremely pleasant and will want to repeat it later.
Use microtexts
Small texts form a unique style of communication between a company and its clients and win people over. For example, Wufoo used funny microtext next to the password field on the website – “Like a secret agent”. Cute and funny, and also easy to remember.
Create a sound identity
Audio branding is also a great way to create your own identity in business. It includes an audio logo, a company theme song, sounds made by the product, etc. As an example, we can recall the audio style of Mastercard, which creates a clear association with the brand.
Make communication with customers more personalized
If you communicate with a client as with an old friend, it evokes positive emotions in him and a desire to interact with the company in the future. Agree, it is much more pleasant and productive to talk with a specialist who already knows your requests and understands how to communicate with you, rather than with someone for whom communication with you is always like the first time. It is important to make the conversation more personalized, for this you need to save information about the client: name, search and purchase history, etc.
Link emotions to customer type
It is quite effective to connect a certain type of buyers with their inherent emotions. This again makes the communication process more personalized. The fact is that people react differently to the same actions and events, and this must be taken into account.
Choose managers for clients who are similar in character to them
If there is such an opportunity, and the specifics of the business allow it, it is worth selecting clients' accompanying specialists depending on their character traits. People should be similar in temperament in order to find a common language easier. Thanks to this approach, it is possible to reduce the time of interaction, but at the same time increase sales.
Conduct data analysis to predict negative emotions
In order not to miss the emergence of negative emotions in the audience regarding the brand, it is necessary to engage in analytics that allows you to predict things of this order. For example, the EMC company created a predictive model based on customer data and external metrics. With their help, an assessment of the emotional state of buyers was carried out.
In order to predict their feelings, 86 triggers and a special advanced algorithm were used. Having assessed the situation, specialists addressed the most “problematic” clients in this context to solve the problem. As a result, the level of customer satisfaction increased by 153%.