Emotional Intelligence and Customer Loyalty

Kenneth Lawrence Wanjau

A chapter in Customer Relationship Management - Contemporary Concepts and Strategies from IntechOpen

Abstract: 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.

Keywords: customer loyalty; emotional intelligence; self-awareness; self-confidence; self-regulation; social skills (search for similar items in EconPapers)
JEL-codes: M10 (search for similar items in EconPapers)
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Persistent link: https://EconPapers.repec.org/RePEc:ito:pchaps:324133

DOI: 10.5772/intechopen.113246

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