When it comes to business decisions, it’s easy to assume that rationality trumps all. However, the reality of human nature is much more complex than that. Emotions play a critical role in shaping how we perceive the world around us and, consequently, how we make decisions. In the realm of customer and employee experience, emotions are king. In this article, we will explore the importance of emotional appeal in CX and EX.
The Limitations of Rational Decision-Making
While rational decision-making is important, it’s not always practical. People are often constrained by time, energy, knowledge, training, information, disposition, and concern. All of these factors can limit one’s ability to make purely rational decisions. As a result, companies must consider other factors in their CX and EX efforts.
Reasonable decision-making
Being reasonable is not the same as being purely rational. Customers and employees make perfectly reasonable decisions given the constraints they face. For example, a customer might choose a particular brand of cereal because it’s on sale, even if it’s not their favorite brand. While this decision might not be purely rational, it’s still a reasonable decision given the circumstances.
Emotional responses drive human behavior
Human behavior is primarily driven by emotions and gut responses. While rationality plays a role, emotions are powerful drivers of behavior. For example, a customer might choose a particular brand of shoe because it makes them feel fashionable or confident. The emotional appeal of the product is more important than the rational benefits it provides.
Emotions humanize experiences
Customers are not robots; they are people with feelings, desires, and aspirations. Improving how customers feel about your brand or product provides a greater lift in customer experience and loyalty than improvements to the product itself. For example, a customer might choose a particular hotel because of its cozy ambiance and friendly staff, even if the accommodations are not as luxurious as another hotel. The emotional appeal of the experience is more important than the rational benefits it provides.
Lasting memories
Customers and employees will never forget how your company, brand, or product made them feel. Positive emotional experiences create memories that last a lifetime. For example, a customer might remember a particular customer service representative who went above and beyond to resolve their issue. The positive emotional experience they had with that representative will stay with them long after the issue has been resolved.
Understanding customer and employee experience
Customer and Employee Experience is the science of understanding how people feel about the experiences they have with a company. This involves measuring customer and employee satisfaction, loyalty, and engagement. By understanding these metrics, companies can identify areas for improvement and create experiences that elicit the emotions that drive or motivate the behaviors the firm wants from customers and employees.
Applying science to experience
The application of CX (customer experience) and EX (employee experience) science involves utilizing insights to deliver experiences that elicit the desired feelings. For example, a company might use data to identify that customers value personalized experiences. They can then create personalized marketing campaigns, product recommendations, and customer service interactions that create emotional connections with customers.
Focusing on how customers and employees feel
The rational and reasonable thing for companies to do is to remember what Maya Angelou said and concentrate on how they make customers and employees feel. By prioritizing emotional appeal in CX and EX efforts, companies can improve their brand loyalty, customer and employee retention, as well as their bottom line.
Resistance to acknowledging human nature
What is both unreasonable and irrational is the resistance of many firms to acknowledging human nature in their CX and EX efforts. Despite the overwhelming evidence that emotions play a critical role in shaping customer and employee experience, some companies continue to focus solely on rational factors. By doing so, they miss out on a vital aspect of the customer and employee relationship.
In conclusion, emotional appeal is a critical component of effective CX and EX. By recognizing the limitations of rational decision-making and focusing on emotional appeal, companies can create lasting connections with customers and employees. By applying CX and EX theories to their business practices, companies can create experiences that elicit the desired emotions and drive the behaviors that benefit their bottom line.
