“You guys have religion. I don’t. Prove to me that emotions drive value in business.” These were the words of an executive of a global insurance provider toward us more than a decade ago when we were talking about focusing on customer emotions. That was and feels like it was a long time ago. Since then, Beyond Philosophy has done research with London Business School proving that in fact emotions do drive value in business and a lot more other organizations have done the same.
Nowadays, it seems like we don’t have to convince people that emotions are essential in business. But, and it’s a big “but,” how many organizations are actually deliberate about evoking certain targeted emotions? How many CEOs have you heard talking to staff ...
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