What kind of customer are you?

If you have been following me, you will know that I have been receiving Forbes magazine for free (at least until December 2011 based on the current label).

In a recent issue, there was coverage of ELoyalty, which was founded by Kelly Conway which has developed software to decode a caller's personality.  Based on the personality type, the call center can then focus their approach to what that caller may desire.  The six kinds of customers are as follows:

• Emotions-Driven (30%): forge relationships with agents before directly into the problem
• Thoughts-Driven (25%): want facts and analysis
• Reactions-Driven (20%): either love or hate something
• Opinions-Driven (10%): language is full of imperatives and minds are resolute
• Reflections-Driven (10%): prefer silence to banter
• Actions-Driven (5%): craves movement and progress

To read more about this, click here to be taken to the article.

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