Customer Experience
Emotionally intelligent organizations earn loyalty through empathy and authenticity. Equip your people with the skills they need to increase customer satisfaction.
Emotions drive people. People drive performance.
Strengthen customer trust and loyalty through emotionally intelligent service.
Customers don’t remember what you did – they remember how you made them feel.
70%
of buying experiences depend on emotional treatment
63%
higher satisfaction when teams show emotional intelligence
89%
of customers repurchase after a positive experience
CX Outcomes We Deliver
When you partner with Six Seconds, you can expect:
Enduring Loyalty
Earn lasting customer relationships through emotional connection
When people feel seen and valued, they return—and advocate. Emotional intelligence turns satisfied customers into lifelong supporters.
Key Outcomes:
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Higher retention, repeat purchases, and advocacy.
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Stronger emotional connection driving brand trust.
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Long-term customer relationships that sustain growth.
Greater Consistency
Build confidence with clear, reliable experiences across every channel
Emotional intelligence aligns teams around shared values, so customers experience your brand as trustworthy and human—every time.
Key Outcomes:
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Consistent tone, care, and service quality across touchpoints.
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Reduced variability and confusion in customer journeys.
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Unified brand experience that strengthens reliability and trust.
Genuine Empathy
Deliver experiences that truly understand the human behind the customer
Empathy builds trust and credibility across every touchpoint, helping teams connect needs with meaningful action.
Key Outcomes:
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Greater CSAT and NPS through emotionally attuned service.
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Improved team responsiveness and emotional awareness.
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Stronger reputation for care and human-centered communication.
Authentic Engagement
Connect hearts and minds to inspire action and loyalty
EQ-based communication drives authentic engagement, turning interactions into relationships and customers into advocates.
Key Outcomes:
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Higher participation in programs, events, and campaigns.
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Stronger emotional connection leading to repeat business.
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Measurable increases in customer advocacy and word-of-mouth.
Quicker Recovery
Transform setbacks into opportunities to strengthen trust
With EQ-driven service and communication, challenges become moments to demonstrate care and reinforce relationships.
Key Outcomes:
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Faster conflict resolution and fewer escalations.
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Reduced churn through authentic, transparent communication.
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Higher customer confidence after service recovery.
Sustainable Revenue
Grow performance through purpose, trust, and emotional insight
When people feel emotionally connected, they buy more, stay longer, and share their positive experiences—fueling steady, values-driven growth.
Key Outcomes:
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Increased lifetime value and revenue per customer.
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Improved sales effectiveness through emotional intelligence.
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Scalable growth built on trust, not transactions.
How We Do It
Launch quickly from a proven library of evidence-based tools and programs based on over 25 years experience – and then refine where it matters most. We customize content to your culture, priorities and KPIs. Our approach blends:
Interactive Training
Engage leaders with hands-on learning they’ll remember and use.
Validated Assessments
Measure what matters most for leadership and performance.
Tools include self-assessments, 360 assessments, and group reports.
Coaching & Consulting
Embed emotional intelligence into your culture to exceed your KPIs
Case study: Learn how UCB improved internal exchanges and strengthened key relationships →
Get Started Today
Launch quickly from a proven library of evidence-based tools and programs based on over 25 years experience – and then refine where it matters most. We customize content to your culture, priorities and KPIs. Our approach blends:
1. Tell us about your goals
We start by listening to your needs and goals. What’s the change you most want to see? How can we help you achieve that? We clarify business goals, define the KPIs that matter (retention, engagement, CX, sales), and walk you through a clear process for implementation.
Schedule a consultation to get started today.
2. Create a custom solution to meet your needs
We customize a unique solution for every client. There is no one-size-fits-all. We recommend a right-sized blend—interactive training, leadership coaching, and measurement—mapped to your goals, constraints and calendar.
Schedule a consultation to get started today.
3. Get reliable data on the current reality
We use psychometrically validated assessment tools to get actionable data and establish a baseline for our work together. Do you know what percentage of your workforce is engaged? How are the levels of trust? We measure the invisible drivers of results.
Schedule a consultation to get started today.
4. Build capacity for improving KPIs
Our interactive, evidence-based programs build emotional intelligence skills and are designed to boost engagement, retention, and performance — tailored to your people and your goals.
Schedule a consultation today to learn more.
5. Re-test to measure progress toward goals
We re-measure against the baseline and your KPIs, always committed to achieving your goals, and to sustain and scale what’s working.
Schedule a consultation today to learn more.
Want more evidence?
Download the Business Case for Emotional Intelligence here.
Why partner with Six Seconds?
Please contact us to learn more about using these tools to develop exceptional leaders and teams.
Leveraging Six Seconds’ tools and methods is helping our managers be more effective. The positive effects are rippling throughout the company.
Marcelo Alvisi de Paula
Clients and partners include
Ready to create the best CX yet?
Tell us about your goals, and one of our team member will be in touch shortly. No SPAM. Just helpful people.