ارزش عاطفی: ایجاد پیوندهای قوی با مشتریان خود

Today's consumers demand not only services and products that are of the highest quality, but also positive, memorable experiences. This essential guide shows how organizations can leapfrog their competitors by learning how to add emotional value -the economic value of customers' feelings when they positively experience products and services -to their customers' experiences. Janelle Barlow and Dianna Maul, with more than forty years combined experience in the service industry, detail five practices for adding emotional value to customer and staff experiences. This guide details five practices for adding emotional value not only for customers, but also for staff. It shows how to build an emotion-friendly service culture. By understanding the role emotions play, organizations can more effectively retain customers and staff