This week we feature an article by Mark Sanborn who writes about how mistakes will be made but it’s how you handle them that matters.
The experiences you create for a customer is important, but how they feel about that experience is critical. Welcome to the emotional economy.
In my new book, The Intention Imperative, I explain how to design and deliver for positive emotions. Happiness isn’t the only emotion to focus on but it is primary.
In designing how you deliver emotion, consider what you can do to make customers:
• happier they chose you
• happier when they leave than when they came in
• happier overall with their lives because of you
In short, do your customers feel happier doing business with you than your competitors? The answer determines loyalty, longevity, spend and willingness to refer.
We think happiness is only about making people feel good about the good things they experience, but happiness also results
