Emotional Economics: Crafting Deeper Connections with Those You Serve

Customer Experience University - Winning Loyalty & Engagement One Customer at a Time

In this episode, Dr. Joseph Michelli unveils the often underestimated connection between economics and human emotions, behaviors, and decisions.

Drawing from insights gained while authoring "Leading the Starbucks Way," Dr. Michelli explores "behavioral or emotional economics," revealing how emotions intricately influence consumer decisions. Examining pivotal research by psychologists like Daniel Kahneman and Amos Tversky, the podcast elucidates the shift from perceiving consumer choices as purely rational to acknowledging the profound impact of emotions. Key research highlights include Leonard Berry's insights into the emotional resonance of iconic brands and the importance of trust and emotional attachment in industries like casinos.

Dr. Michelli concludes with actionable takeaways, emphasizing the significance of emotional branding, fostering trust, and nurturing authentic relationships. He leaves listeners with a pressing question about their brand's emotional resonance and challenges them to delve deeper into the heart of their customer's needs.

Listeners can obtain a detailed infographic from his website. Additionally, those wanting guidance on driving emotional connections with customers can reach out to him directly.

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