“For the most part, customers are irrational beings, making many decisions based on feelings and emotions, some which they don’t even know they have. Nothing we do triggers these emotions more than the experience our customers have with us every day. When everyone here finally realizes and embraces their role in this, we will have something special, something lasting.” So said Howard Schultz, CEO of Starbucks.
I love this quote. In my book, when the CEO talks about emotion, it’s a good thing.
In 2002 Dr. Daniel Kahneman, a psychologist, won the Nobel Prize for Economics by proving (once and for all) that people make decisions (yes, even business ones) based on emotion.
Oh, they do a great job of justifying them with logic, but emotion is at the core.
The leaders that get the best results are fluent in understanding emotion. E-Motion. They are able to get people’s Energy into Motion in the direction of their purpose, mission and goals. Now there’s something special.
Listen in as JoAnna Brandi joins Jim Blasingame to reveal that being happy in business doesn’t happen accidentally, how to be more intentional and how to take advantage of the spillover effect. LISTEN HERE