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Top Takeaways:


“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?”


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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