Amazing Business Radio: Dan Hill

Facial Coding in the Customer Experience
How to Read and Respond to Customers’ Emotions to Deliver Better Service
Shep Hyken interviews Dan Hill, founder of Sensory Logic. They discuss how emotions affect the customer experience, and how facial coding can help employees better understand and respond to their customers’ emotions.
Top Takeaways:
Facial coding is not facial recognition, but rather how emotions are displayed on the face.
Facial coding is universal, spontaneous and abundant. In other words, it is a plentiful resource of information that, when properly utilized, can help companies understand their customers and ultimately create a better customer service experience.
Collecting and interpreting data from facial coding can help companies understand whether or not customers are having a good experience and if they will return in future.
The seven different emotions you can get from facial coding are happiness, anger, sadness, surprise, disgust and contempt. The first three are “approach” emotions. Surprise and