Customer Relationship Management - Contemporary Concepts and Strategies
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Date
2024-10-30Author
Wanjau, Kenneth
ORCID https://orcid.org/0000-0002-3146-5324
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This chapter explores the role of emotional intelligence (EI) in fostering customer loyalty. The
chapter begins by introducing the concept of emotional intelligence (EI) and some models of EI
and its relevance in customer service. It highlights how businesses are increasingly recognizing
the importance of emotional intelligence in building strong customer relationships. The chapter
then delves into the key components of EI and its impact on customer loyalty. It discusses the
concept of customer loyalty and subsequently provides an insight of how an entrepreneur can use
the customer loyalty funnel to influence customer loyalty. The chapter concludes by emphasizing
the significance of EI to an entrepreneur and encouraging businesses to prioritize its development
as a key driver of customer loyalty. On the whole, this chapter aims to provide insights and
practical guidance for entrepreneurs seeking to enhance customer loyalty through the cultivation
of emotional intelligence.