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Are you being too rational?
Spock: "I felt for him too."
Kirk: "Spock, there may be hope for you yet."
–Original Star Trek Series Episode 2
It’s just not logical! The truth is that emotions matter when it comes to being successful in business. That’s the message from modern brain science and books such as "Emotionomics" which echo one of the key themes Spock and friends injected into our cultural consciousness: embrace our humanity. Why? Because we’re wired to be emotional decision-makers. Yet many companies extol only rationality and efficiency in how they deal with customers.
In today’s highly competitive marketplace, a product’s emotional benefit or a salesperson’s ability to leverage someone’s emotional motivation can be the key to winning customers. And, as this article from Inc.com explains, showing some love by effectively demonstrating how much you care will do wonders for enabling your customers to feel a great customer experience.
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