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Creating Emotional Brand Connections, Through Stellar Customer Service

I am a huge promoter of technology and innovation; they make life better, faster and more efficient however, it’s vital not to underestimate the need for balance between innovation and a personal connection. For instance, last weekend my daughter had us drive an hour to have breakfast down the shore. While the food is undeniably tasty and the vibe quirky and fun, the real draw is the way they make you feel; the way that they know your name, chat with you at your table, bring you coffee while you wait in line, and make you feel like you are the most important person that walked through the doorway that morning. They have irrefutably created an emotional brand connection through their personal touch and stellar customer service, validated by the parade of loyal customers that line out the door waiting for their turn to share in the experience.  Creating a positive, emotional connection with customers will take you further to establishing a long-term relationship than any other strategy you could roll out. Here are 3 ways you can create an emotional brand connection through extraordinary service, and taking a genuine interest in your customer base. 1. Listen. Jot down the nuggets they share about their life. For instance, if you know their son is a little nervous about joining Little League for the first time; ask how he’s doing. Everyone wants to feel they’re important enough to be remembered and that people genuinely care. 2. Court Your Prospects. Selling is a lot l......
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CUSTOMER EXPERIENCE: Does Your Physical Environment Drive Positive Emotional Engagement?

NEWS FLASH: McDonald's Closing Temporarily These three words in a news headline and the notice below shocked a small town of 15,000 people.   Gainesville Texas Daily Register — “The restaurant will be closed beginning January 21st with a projected opening date of May 1,” McDonald’s franchisee Robert Gallardo said. “We are rebuilding the restaurant to bring our local customers a new and updated experience. For example, the new playground will have a zoo-theme, featuring the Frank Buck and Sissy the Elephant characters.” People around here get emotionally attached to odd things, old things and things they don’t even like to look at anymore. McDonald's is at the top this “love/hate” relationship list. Generation after generation have achieved the level of “golden spatula” while working at this restaurant, including my husband. In fact, he still has his uniform that carries all of those memories and the stench of the 1980’s french fries—yuck! This McDonald’s survived both the flood of 1979 and all of his friends—two miracles. In a matter of a few days it was all gone, including the not so friendly, unmotivated, often unprofessional staff who received a three month vacation.  FLASH FORWARD  Owen (my 7 year old son) and I visited the new McDonald’s for the first time yesterday. My experience...·         Smiling employees that appear to like their jobs  ·         The smell of fresh coffee (my favorite meal of the day)  ·         Food that actually looks like the pictures on the wallJ  ·         Laptop plugins and FREE WIFI  ·         The coolest playground......
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