Chapter 14 Emotion: The Unspoken Reality

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Emotion: The Unspoken Reality

We might know what our customers are trying to do on a logical level (e.g., buy a car), but what are they trying to accomplish on a deeper level? What emotions do those goals or fears of failure illicit? Based on those emotions, how “Spock-like,” or analytical, will a person be in their decision making?

In this chapter, we return to the last of our Six Minds: emotion (Figure 14-1). As we discuss emotion, we’ll consider these questions:

  • What immediate emotions are our users experiencing as they interact with our products or services?
  • Which comments pertain to who this person is (i.e., their self-concept)?
  • What are they trying to accomplish in life?

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