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Emotional intelligence for customer experience and satisfaction


2 days

Boost your commercial and marketing development with Emotional Intelligence!

Customer experiences and needs throughout the customer journey are greatly improved by emotional intelligence, both in the simplicity and quality of the collection and in the resulting recommendations.
This training will help you integrate the codes and practices of emotional intelligence (EI) into your customer experience development practices.




Raising awareness of the importance of customer-centric strategy: understanding why placing the customer at the center of business strategy is crucial for long-term success.

  • Deep understanding of customer needs: Develop EI skills to effectively identify and understand customers' emotional needs

  • Elevating customer experience through EI: Integrating EI into overall customer experience strategy to deliver a consistent, empathetic and memorable experience

  • Application of EI in Customer Experience and Journeys: Use EI to improve each key touchpoint and/or customer interaction, transforming touchpoints into relationship-building opportunities. This is to create tailor-made customer journeys that proactively respond to emotional needs and expectations.

  • Measuring the impact of client-centric strategy on performance: learn to evaluate the effectiveness of client-centric strategies using relevant and concrete key performance indicators

This program aims to equip companies with the tools and techniques necessary to truly place the customer at the heart of their marketing and sales development strategy. By leveraging the principles of emotional intelligence, participants will be able to create richer, more satisfying customer experiences, leading to sustainable growth and significant competitive advantage.

  • Fundamentals of client-centric strategy and culture
    - Definition and importance of “client-centric” strategy and culture in the current economic context
    - Case study of companies with a customer-centric approach

  • Foundations of Emotional Intelligence (EI)
    - The five key components of emotional intelligence and their importance in business relationships
    - Techniques to assess and improve self-awareness and emotion management within sales and marketing teams

  • Understanding and meeting customer needs through IE
    - Methodologies for identifying and analyzing customer needs and expectations
    - Practical workshops

  • Integration of EI into “client-centric” strategy and culture
    - Tactics for incorporating EI into marketing, sales, and customer service
    - Identification of the ambitions and objectives of differentiation and targeted customer positioning
    - Principles for integrating emotional intelligence throughout the customer experience
    - Techniques to anticipate customers' emotional needs and respond proactively across all communication channels

  • Personalization of customer journeys based on emotional insights and targeted ambitions
    - Map customer journeys and key contact points
    - Design of customer journeys based on EI
    - Integrate emotional intelligence to analyze customer journeys and develop the use of customer data and feedback to measure the impact of customer-centric strategies.
    - Develop continuous improvement processes to stay aligned with customer needs and expectations and optimize their satisfaction and engagement

  • Improvement of Contact Points with Emotional Intelligence
    - Taking into account customer feedback and positioning ambitions, integrate strategies to infuse emotional intelligence into contact point interactions

Possible deepening of this point via the training “ EI at the heart of the commercial relationship: Master Emotional Intelligence to improve your daily connections and commercial relationships

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