IN THIS SUMMARY
Not only is emotion central to human life in terms of its role in interactions with family and friends, it is also becoming increasingly recognized as a critical aspect of interactions in the service economy. In fact, because emotion often comprises the core of the value received from those interactions, it has become a key customer differentiation. Unfortunately, the business world has little interest in, or understanding of, emotion and, thus, tends to keep it out of the business equation. Emotional Value speaks to this lack of understanding and explores the practical applications of this compelling new field. Its detailed guidelines on creating positive emotional states within the organization, making emotional competence the organization’s service model, using empathy to maximize customer experiences, turning complaints into emotional opportunities, and using emotional connections to increase customer loyalty will help customer service executives, managers, and supervisors deliver customer experiences that go beyond mere satisfaction.