Emotional Loyalty Approach explores Emotional, Cognitive, General and Transactional dimensions of customer satisfaction and loyalty process in multichannel customer relations, and improves customer experience between every hello and goodbye…
Dr. Hüseyin Güngör developed Emotional Loyalty at the University of Amsterdam and influenced many organizations in numerous countries and industries with this approach.
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start with a total experience assessment in customer touch points like face-to-face, voice-to-voice and click-to-click environments. After the initial assessment an Experience Design process starts by following the customer journey.
start with a situational service assessment. Related training modules improve the emotional skills of frontline employees with the RAID methodology:Recognize customer emotions, Adjust service strategy, Improve the relationship, and Display new opportunities (cross/up-sale) to the right customer at the right time.
is one of the unique concepts of the Emotional Loyalty approach and establishes new business models through which customer disappointments are followed-up and resolved proactively.
in Emotional Loyalty Approach utilizes customer and employee feedback for product and process improvements with several practical tools and methodologies.
Dr. Hüseyin Güngör is a Director at VODW, a strategy and marketing consultancy with a team of 100+ consultants and interim professionals, based in The Netherlands.
Before joining VODW, Hüseyin was a global expert for service operations and customer experience at McKinsey & Company.
Prior to consulting he was an investment and retail banker for Demirbank (HSBC), marketing manager for Philips, and head of savings accounts & call center for DHB Bank.
He is the author of “Emotional Satisfaction of Customer Contacts”, “Achieving Emotional Loyalty with Customers” and many articles on customer experience. He lectures marketing, CRM and CEM at various business schools and serves as a jury member for customer service awards, such as Call Center Awards in The Netherlands.
Hüseyin received his Ph.D. degree in Business Studies and his Master’s degree in International Relations, both from the University of Amsterdam.