The Ten Principles Behind Great Customer Experiences

13

Great customer experiences consider the emotions

We are all slaves to our emotions, yet most see their customers from a purely rational perspective. In this chapter we will explore how evaluating the emotional aspect of an experience can bring often unconsidered issues to the surface and open up new ways to delight the customer.

Let’s not forget, that the little emotions are the great captains of our lives and we obey them without realising it. VINCENT VAN GOGH

Introduction

When I was a kid, Sony was the definition of cool. The yellow sports Walkman was an 80s icon, and as time and technology marched on I marvelled at their new feather-touch machines, barely larger than the cassettes they played. When CDs became the dominant format it ...