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1. Emotional Intelligence 2. Marketing 3. Role of EI in Business 4. EI and Marketing 5. CRM

The capacity for recognizing our own feelings and those of others, for motivating ourselves, and for managing emotions well in ourselves and in our relationships. Emotional Intelligence: Identify Emotions Use Emotions Understand Emotions Manage Emotions

Marketing deals with identifying and meeting human and social needs.
Customer solution Customer cost



place conveni ence


commun ication

The role of emotional intelligence for running a profitable business is accepted world wide now. It is proven that employees who feel valued and that their problems are addressed at a personal level, give their maximum to the organization they work with... Conflict Management Decision Making Abilities Improved Managerial Skills Retaining the Workforce

Emotional intelligence in marketing begins with the recognition that one must meet emotional agendas beyond the buy-and-sell transaction for a buyer to be satisfied with the transaction. The four emotional intelligence dimensions and marketing:(Mayer, Salovey, and Caruso 2002) Perceiving emotions Facilitating (or using) emotions Understanding

Managing emotion

Many researches provide evidence that high-EI marketers, compared with moderate- and low-EI marketers, influence sales revenue and retain more customers, a finding that has potential implications for maintaining customer relationships over time.

Customer emotions
Besides quality and price, the consumer wants trust, love, dreams (intangible factors).

Emotions are everywhere in marketing. They influence information processing, mediate responses to persuasive appeals, measure the effects of marketing stimuli, initiate goal setting, enact goal-directed behaviours, and serve as ends and measures of consumer welfare.