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Top Takeaways:

Quotes:

“There are two currencies in business: dollars and emotions.” “Facial recognition allows you to know who someone is, but facial coding allows you to know how they feel.” “What’s the difference between a smile and a smirk? Profitability.” “If trust is the emotion of business, then contempt is the emotion of bankruptcy.” “The thing that really turns the interaction with the employee into a home run is the me story. Does the employee hear you and understand who you are and what you want?”

About:

Dan Hill, Ph.D., is an internationally recognized expert on the role of emotions in business, politics, sports and popular culture. He is also the founder of Sensory Logic, a political pundit and the author of multiple bestselling books. 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:
  1. How does emotion affect the customer experience?
  2. How does emotion affect customer loyalty?
  3. What is facial coding?
  4. How can I improve my customer service and experience?
  5. How can I use facial coding to my advantage in business?

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