Emotional Literacy Is As Simple As Reading The Room
This two-word question can summarily improve a brand. judge approximately it: the inquiry shows an interest in how someone is feeling while also demonstrating concern approximately his or her feelings. It is easy for businesses, thousands of employees strong, to disregard how emotions are integrated in its nature. Brands, however, like governments and institutions, are at their core made of people. Every type of organization, faceless or warm and fuzzy, is at its core a human enterprise. With people inhabiting brands, emotions are woven into the very fabric.
Studies point to employees are 12 percent more productive when they feel valued at work. Having a sense of the emotional literacy of a brand and its relationship with its consumer is invaluable. Sometimes, knowing that you cared can rectify a variety of problems. Brands leaders can follow some steps to raise, to promote their emotional literacy.
When an obstacle is presented to brands there will most likely be a process in position to resolve it. The sheer volume of problems or complaints can sometimes be lost in the ether.
United recently was beleaguered by negative press and criticism on social media following a brand crisis. The now-notorious video of a passenger being dragged off a plane went viral and the incident created an emotional response on a national scale. When the CEO released an apology that only addressed the problems of the incident, the statement was received as callous and inauthentic. This incident is a perfect example of how thinking of why the response was so severe could beget helped their problem.
It is valuable when facing an emotional problem to consider the “why” of the situation. attach aside how this problem affects your commerce, trade and understand why this problem is being presented. This will allow for the problem to be understood in its entirety and find the best solution. It is likely to be solved more quickly and with both sides walking absent convinced.
As we’ve discussed before, one of the reasons American Apparel went bankrupt was its failure to listen to its employee complaints and the changing demand of its consumer. It is critical for a brand to understand in our ever-changing world it needs to reply accordingly.
Now, it is not enough to be responsive but proactive. Proactivity can entail expending more effort to choose a pulse of your brand. How are customers responding to their experience? How convinced are employees in their workplace? How can you improve your brand through its interactions?
A brand must choose an emotional pulse of how its relationships are being maintained. This can be done through social listening, surveys or leadership-led conferences. Whichever way is decided, it is valuable to beget these periodically. Staying on top of these questions can prevent your brand from being swept absent.
Be a Public Figure
In this era of globalization, brands beget been thrust onto the front pages and scrutinized for everything it does, fairly or not. As such, commerce, trade leaders from Wall Street to Silicon Valley beget gained more notoriety than ever before. Some leaders blanch under this highlight. Many insulate themselves with subordinates to face the public; others eschew perfect media and external attention, preferring to focus on what’s happening inside the organization.
Whatever a brand leader’s inclination, it is valuable to associate, to put through (telephone) on a deep and profound level with two key audiences: employees and consumers. whether a brand leader can forge a strong bond, based on mutual emotional understanding, other public-facing perceptions will plunge in lockstep.
A commerce, trade is no longer simply the provider of a product or service. In our culture, with its fresh expectations and consumption habits, they beget become role models, scapegoats and aspirational examples. To truly embrace your consumers, be the leader that you would want to see and follow. Embrace the vaguely cliché inspirational poster quote, “be the change you want to see.”
The most valuable factor in any emotional equation is honesty. Transparency is a essential component of your public face and can be one way you earn buy-in agenda. It can save you from unwanted moments of crisis and communicate to your consumers you consider them in your decisions. Honesty—with your workforce and your customers—will foment trust and a following. Ultimately, only when emotional literacy is wholly embraced will your brand transcend, perhaps, possibly even to a human level.