Let’s look at what can be done to enhance the success of CX (customer experience) efforts and your ROE (return on experience) investments. First and foremost, we should select people with high EQ (emotional intelligence) and/or develop the EQ of our existing team members. I spend a lot of time talking about EQ in my soon to be released book about Airbnb (available for pre-order now), but for the purpose of this post, I will define EQ as a set of aptitudes which are malleable. In other words, all of us can boost our emotional intelligence with concerted effort (this is not the case for IQ).
We would love to see how you are doing with your EQ, your CX, and your ROE. Let’s engage and communicate. Simply reach out.
