How emotions shape customer relationships in a minimal touch economy

06. 10. 2020 Tuesday / By: Robert Denes / Generic / Exact time: BST / Print this page

As different regions fight the COVID-19 epidemic, emotions swing heavily. The way you work, play, learn and shop has ushered in a digital realm. Network security due to the dramatic increase in COVID-19-related phishing and malware attacks. CSPs, such as US Cellular, have invested in technology that makes it clear which devices have been affected by malware, certain types of malware in play, and proposes measures to minimize the impact on customers.

According to the U.S. Customer Satisfaction Index, customer satisfaction with telecommunications services has increased for the first time in four years. Still, overall, it remains at the bottom of the barrel among the 46 industries covered by the report. As the epidemic has strengthened the role of communications service providers (CSPs) in providing a basic service, it has also changed consumer and business needs while moving in a society with minimal touch. CSPs have the opportunity to measure the higher levels of customer satisfaction that exist today and re-engage with customers ’emotional needs.

As different regions fight the COVID-19 epidemic, emotions swing heavily. The way you work, play, learn and shop has ushered in a digital realm. The way we socialize with friends and family has moved into the virtual world - people are even celebrating their postponed wedding on the Animal Crossing gaming platform. As people’s priorities focused on ensuring the health and well-being of family and friends, they exhibited different attitudes and behaviors, creating a shaky mix of elevated emotions and expectations.

All interactions and touch points can leave a lasting impression as customers look for businesses that show care and understanding. And this emotional resonance means customer loyalty. According to a PWC survey, 32% of all customers would normally stop doing business with a brand they love after a bad...read more


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