Don’t Overlook the Value of Emotions
Shep Hyken interviews Zhecho Dobrev, leading principal consultant at Beyond Philosophy and author of The Big Miss: How Organizations Overlook the Value of Emotions. He shares how emotions and customer relationships affect buying decisions.
“Emotional connection creates preference over the competition.”
“Emotions are important because they are linked to our memories. When we decide whether or not to buy from a company, we make that decision based on the memories of our experience.”
“When deciding whether to continue doing business with a company, you don’t base your decision on that moment. You base your decision on your memory with that organization throughout all the time you’ve done business with them.”
Zhecho Dobrev is a customer experience and behavior science consultant & trainer at Beyond Philosophy and the author of The Big Miss: How Organizations Overlook the Value of Emotions. For more than 13 years, he has been helping many of the world’s most renowned organizations improve their customer experience, including American Express, FedEx, and Caterpillar.
Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and your host of Amazing Business Radio.
This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:
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