Be Deliberate About the Emotions You Want to Evoke and How to Evoke Them
People will forget what you said, people will forget what you did, but people will never forget how you made them feel
—Maya Angelou
We spoke in the previous chapters about how important emotions are in the customer experience and how to include them in your research. Now let us ask you this. What emotions do you want to evoke in your customers? Is there a consensus within the organization? Are people aware of those and do they know how to go about evoking those emotions?
Go around the organization and ask the question “What is the experience our organization is trying to deliver?” Ask executives or managers in meetings to write down their answers ...
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