These findings are backed up by a Harvard Business Review study, which uncovered that customers with an emotional connection are twice as likely to purchase, repurchase, and recommend to others. On a lifetime value basis, emotionally connected customers are more than twice as valuable as highly satisfied customers.
Vonage’s own research validates this with 90 percent of inside salespeople stating that deeper customer connections have a positive impact on the sales process, although most report that they often fail to make that emotional connection. Nearly three quarters feel that having a personal, emotional interaction with a prospect increases the likelihood of them entering the sales pipeline.
In short, positive emotions sell. If you manage an inside sales team, the technology may change, but the core challenges remain. A plethora of technologies take aim at increasing the performance and productivity of inside sales teams, but sales leaders are still dealing with the same frustrating problems of ensuring that the inside sales teams activities are resulting in highly engaged and emotional connections with prospects.