Emoji/Emotional Triggers

How To Emotionally Support Your Customers Through Content

Your customers make 35,000 decisions each day, and emotions play a role in a staggering 90% of their day. This means there’s major overlap, and the bulk of those decisions are made when your customers are emotional.If you’re not prioritizing your customers’ emotions in all of your content creation, you’re potentially making most of their decisions (say, 31,500 of them) harder than they have to be — including the one where they choose, or don’t choose, your brand.

Here’s why emotionally supporting your customers through content isn’t just good practice; it’s vital for impacting your target audience’s buying decisions, and, ultimately, your bottom line. More importantly, how to do it the right way.If you think emotions are a casual afterthought in your audience’s buying decisions, think again.

When used proactively, you can use emotional marketing to steer both your prospective and current customers to become loyal, lifetime fans of your brand.

Why are emotions so powerful? Simply put, they impact your decisions — big and small.As for how decisions are influenced, here’s a quick synopsis of what happens in your brain.You have three brains: the lizard brain, the emotional brain, and the rational brain.

Your emotional brain is responsible for your limbic system and wins more arguments than your rational brain.
Your lizard brain, the brain way under and older than the emotional brain, triggers fight-or-flight mode and wins even more.
Your rational brain is there to justify the decisions of the other two — like a wingman, but it’s not really responsible for making them.

What does this all mean for your business?

While it’s not practical to appeal to your audience’s lizard brain in your marketing messages — no need to thrust anyone into fight-or-flight mode — it’s definitely worth appealing to their emotional brain. This engages your limbic system and draws them toward your brand.On the frontend of your marketing strategy, you can use emotional marketing to help connect with your target audience’s emotional brain and persuade them to make a purchase.

In fact, one study of 1,400 ad campaigns found that ads with purely emotional content performed twice as well ( i.e. 31% vs. 16% ) as ads with only rational content.After they convert, you can tap into your customer’s emotions and support them during their user experience (UX).After all, there’s a lot riding on a good customer experience, given that 32% of customers would leave a brand they love after just one bad customer experience.

How’s that for brand loyalty?

To keep your customers happy, make sure you create a UX that matches the rational brain with the emotional brain.Why? All forms of competition between the rational brain and emotional brain will be a bad experience for users.The point here is you can make a strong emotional connection with anyone who comes in touch with your brand — whether prospective, new, or repeat customers — so it’s worth hitting on the right ones, which will ultimately contribute to your bottom line.

As for making an emotional connection with your target audience the right way, here’s how to do it.

Your content shouldn’t just be about getting your point across and promoting your business, products, or services. You should be able to connect with your customers on a personal level and make them feel heard and understood. Here are some ideas on how to do so.Whether it’s new visitors to your site or returning loyal customers, you can support your audience through the content in your live chat conversations.

To make an emotional connection, first and foremost, provide a space for your contacts to be heard. In other words, allow them to vent and don’t forget to really listen. Let your target audience know their point of view matters.Sadly, this isn’t the norm. In fact, people dedicate only about 55% of their time to listening. This makes sense, considering the average person hears between 20,000 and 30,000 words within a 24-hour period. Needless to say, we indulge in the daily bad habit of not truly listening.

Sure, it’s not realistic to solve the world’s problems through a live chat, but you can make an emotional connection with your target audience by letting them express their emotions.Even if it’s a simple chatbot prompt, like this chat message that asks how their site visitors feel.Emojis and all, it immediately puts the conversation into an emotional context, which opens the door for people to trust you with their problem.

To make the right emotional connection with your live chat visitors, use positivity and supportive phrasing as you engage in chats.REVE Chat, for instance, recommends using affirmative words to help create a positive customer experience, like:

Great
Wonderful
Excellent
Absolutely
Awesome
Amazing
Certainly
Definitely
Fantastic

You can also ask follow-up questions, clarify an agreement, and make sure you’ve done everything you can to understand how to help your target audience.Provide Support Live Chat recommends using these phrases to verify you understand your target audience properly:

“Let me check that I have this right…”
“Let me see if I have this correct, you want me to…” or “You would like for me to…?”
“If I understand you correctly…”
“You are saying that… correct?”

That way, you can share content and the right supportive resources at the right time — instead of sending a frustrated or curious user something irrelevant to their unique situation. Do this and watch the positive emotions shine through your conversations.The same concept of listening first, and then validating and offering an emotional response that supports their perspective, applies to your interactions in any online community, too.

From Facebook Groups and online forums to designated comment logs and social media, respond to every comment and let every contact know they’re being heard and taken seriously. After learning about a target audience member’s problem accessing Amy’s podcast episode, Joshua sent over a helpful piece of content in the form of a resource link.

The main takeaway is, regardless of the channel, provide a space for your target audience to be heard and use that to inform your content creation. After all, your target audience (including their emotions) should be at the heart of your business. If you use our next tip correctly, it’s a big indicator that you’re listening to your target audience.

Reflect Your Customer’s Exact Language Back to Them

Another way to emotionally support your customers through content is to use your target audience’s exact language and phrasing in your content. What’s the best source for gathering their verbiage? Your target audience, of course. Whether it’s in first-hand conversations or through secondary research methods, doing remarkable customer research can make all the difference in your business. It’s a way to gather a key list of repeat words, phrases, and issues that come up often from your target audience.

If you’re going the secondary research route — as in, social listening or combing through conversations in relevant online forums, like Reddit or Facebook Groups — you can find a ton of comments by looking up your threads and groups based on your niche topic. Let’s say you’re in the personal development niche, for example. A quick query for “personal development” in Amazon Books turns up over 80,000 results for reviews and verbiage from yourtarget audience.

By: Cyn Meyer

Read more at: https://coschedule.com/

Hallmark Business Connections

Differentiated customer experiences can’t be created without an emotionally intelligent approach on the part of the business. Rhonda Basler, Customer Engagement Director for Hallmark Business Connections, shares practical tips to foster empathy in frontline employees. To learn more, visit https://www.hallmarkbusinessconnectio….

SociJam System – Secret 1 Minute Trick To Turning Your Basic Facebook Post Into Profits

Styling your text is the first and basic thing introduced when you start using any blog or editor and this option has been hidden on Facebook for all these years. This stupidly simple trick instantly draws attention and literally takes the visitor’s eyes to whatever you want to show them. You don’t need ANY technical skills. If you can copy and paste, you have all the skills you need!The surge of activity and fast social proof encourages others to take action towards having more posts and ads go viral with no extra work. Emojis are used to express emotions. Combining that with a bold text or underline really communicates your message. With more engagement, you instantly get more out of every single visitor without the hard work and extra expense…….

How Managers Develop Emotional Intelligence & Apply It: New Study – David Wilkinson

How managers develop emotional intelligence is a critical question for organizations and anyone involved in management development. A new (this research briefing was sent to members in July 2017) meta-analysis of over 25 years of research on the emotional intelligence of managers answers some important questions about emotional intelligence and its development in managers.

Intelligence and emotional intelligence

The first thing to note is that there is no relationship between cognitive intelligence and emotional intelligence. “Therefore it is important not to assume that a person with high cognitive capabilities also has high emotional capabilities and vice versa.”

Emotional intelligence and performance

Research does support the assertion that emotional intelligence predicts improved performance at work. In particular, there is a strong correlation with jobs that require a significant level of communication and connection with others and especially in complex social situations where emotions are at play.

Further, managers who have to deal with issues of diversity, including diversity of views, tend to perform better with higher levels of emotional intelligence, than those with lower levels.

Additionally, it has been found that managers with higher levels of emotional intelligence perform better in situations where people are in emotionally demanding jobs and where people need to regulate their emotions frequently to perform well.

Emotional intelligence has been found to be less important in terms of performance in situations with few managerial or emotional labour demands.

Intelligence (on its own) has been found to be a good predictor of performance in jobs that are cognitively complex, but not emotionally complex or requiring relationship building. However, intelligence is a better predictor of performance than emotional intelligence in many situations. Together, higher levels of intelligence and emotional intelligence are the best predictors of performance. It is therefore important when considering how managers develop emotional intelligence to also understand what emotional intelligence predicts in terms of performance in the workplace.

Emotional intelligence and personality

Emotional intelligence has been found to be a better predictor of performance in management and jobs that require greater levels of relationship building and emotional labour than any facets of personality (agreeableness, conscientiousness, emotional stability, extraversion and openness to experience for example).

The core emotional intelligence capabilities

The meta-analysis found that there are four core emotional intelligence capabilities that underpin how managers develop emotional intelligence:

1. Self-awareness
2. Social perception
3. Emotional literacy or emotion understanding
4. Emotion regulation.

Understanding these four capabilities is essential for getting to grips with how managers develop emotional intelligence

Self-awareness

Self-awareness refers to the ability or level to which an individual is able to identify their own emotions, particularly whilst they are experiencing that emotion. For example, being able to identify that they are angry or sad or happy, at the time they are feeling the emotion, rather than afterwards when things have calmed down. This ability to recognize the emotion at the time is the precursor to emotion regulation, or the ability to change our emotions at will and whilst we are feeling angry, for example. It is the self-awareness that allows for control. Therefore when thinking about how managers develop emotional intelligence starting with developing self-awareness is key.

Social perception

Social perception is the ability to be able to accurately read and identify other people’s emotions as they are feeling them. Social perception also includes identifying the distribution of emotions and sense of the emotional direction of a group. Interestingly, this includes being able to distinguish between genuine emotions and expressions that are put on for show in group, and particularly work, situations. This ability to be able to extract the underlying emotions in a group situation is a complex capability.

Social perception is critical in the work environment as it gives us vital information about people’s attitudes, goals and intentions. Managers who have low social perception often misread their team’s sense of things. Developing social perception and awareness is the next factor in how managers develop emotional intelligence.

Emotional literacy or emotion understanding

Emotional literacy, or emotion understanding, is the ability to be able to identify and understand what has led to the feelings we are experiencing and why others might be feeling how they are. This ability to correctly identify the specific events that have given rise to a set of emotions is particularly important in management and for being able to predict how future events are likely to affect the people around them, as well as themselves.

This ability to be able to predict how future events are likely to influence people’s emotions (known as affective forecasting) helps to manage performance. Most people, the research shows, are not that good at affective forecasting and are continually surprised by their own and others’ reactions to events and even their own actions.

Effective forecasting or accurately identifying how events will influence our and others’ current and future emotions is an important facet of decision making, particularly for leaders and managers.

Errors of prediction in effective forecasting are often difficult to rectify later. Once an emotion has been associated with a decision, changing that initial reaction can be extremely time consuming. Emotional literacy is a critical skill when thinking about how managers develop emotional intelligence.

Emotion regulation

This is the ability of an individual to increase, decrease or maintain both the duration of an emotion and the intensity of it. Emotion regulation also includes the ability to change or influence other people’s emotions.

There are three core facets of emotion regulation:

1.    Setting appropriate emotion regulation goals
2.    Selecting the most effective and appropriate emotion regulation strategy
3.    Implementing the most appropriate and effect emotion regulation strategy

Learning to be more emotionally intelligent – how managers develop emotional intelligence

A number of studies have shown that emotional intelligence is not fixed at birth and can be changed. Further, the parents or significant caregivers have a significant impact both on our level of emotional intelligence but also on the flexibility we show in developing greater levels of emotional intelligence.

Exposure to different cultures and a range of emotions is also important in predicting the level of emotional intelligence an individual has and their ability to develop greater levels of emotional intelligence.

Defensiveness has been shown to be a considerable barrier to developing higher levels of emotional intelligence.

There are really four broad steps to developing better emotional intelligence capability:

1. Develop greater self-awareness of and learn to accurately identify others and your own emotions
2. Become more aware of your own and others’ general emotional intelligence capabilities
3. Learn to recognize where emotional intelligence is important
4. Learn and practice emotion regulation strategies and techniques
5. Find out which are more effective in which situation.

The first step to developing better levels of emotional intelligence is self-awareness. Getting direct feedback about how good you are at identifying emotions, both your own and others has been found to be the most effective way to start the process.

This is then best followed by becoming increasingly aware and focused on your general emotional capabilities. Learning to read the signs of your own emotions and your abilities and identifying those of others extends the self-awareness abilities.

Next, recognizing the importance of emotional intelligence is important. A number of studies have shown that managers who are defensive about their emotional intelligence capabilities tend to be trying to protect their ego and as a result tend to down-play the importance of emotional intelligence in the workplace. Other studies have found that employees who reduce the importance of emotional intelligence are also the ones who make the least effort in terms of emotional intelligence.

Practice and feedback (both of emotional awareness – “can I just check what you feel about this…” to calibrate your perceptions for example, tend to be the last stage of developing greater emotional intelligence.

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7 Emotional Triggers to Get Your Email Subscribers Hooked | Email Marketing Today and Tomorrow

While creating email triggers based on these 7 emotions would require art and talent, it’s easy to nail it if you understand well how these emotions work.

Source: 7 Emotional Triggers to Get Your Email Subscribers Hooked | Email Marketing Today and Tomorrow

Category: Emoji/Emotional Triggers

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