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Today's consumers demand not only services and products that are of the highest quality, but also positive, memorable experiences. This essential guide shows how organizations can leapfrog their competitors by learning how to add emotional value -the economic value of customers' feelings when they positively experience products and services -to their customers' experiences. Janelle Barlow and Dianna Maul, with more than forty years combined experience in the service industry, detail five practices for adding emotional value to customer and staff experiences.
Today's consumers demand not only services and products that are of the highest quality, but also positive, memorable experiences. This essential guide shows ho
Combining strategic advice with wisdom found in books such as Daniel Goleman's "Working with Emotional Intelligence, " two international management consultants
There is a large amount of scientific work on emotion in psychology, neuroscience, biology, physiology, and psychiatry, which assumes that it is possible to stu
Much of what we take to be meaningful and significant in life is inextricably linked with our capacity to experience emotions. Here, Jonathan Mitchell considers
