Emotional Value: Creating Strong Bonds with Your Customers

Today's consumers demand not only services and products that are of the highest quality, but also positive, memorable experiences. This essential guide shows how organizations can leapfrog their competitors by learning how to add emotional value -the economic value of customers' feelings when they positively experience products and services -to their customers' experiences.
Janelle Barlow and Dianna Maul, with more than forty years combined experience in the service industry, detail five practices for adding emotional value to customer and staff experiences.

Janelle Barlow, Ph.D., is president of TMI, USA, a partner with Time Manager International, a Denmark-based multinational training and consulting group. Her keen sense of diverse ideas and approaches to management has been shaped by working extensively in Asia for the past fifteen years.
Janelle speaks on the subjects of customer service, complaint handling, strategic planning, stress management, and creativity. Her decades of moving audiences to implement behavioral changes have ignited her passion to look at the emotional demands that the shift to an experience economy will have on customer service. A member of the National Speaker’s Association, she has earned the designation of Certified Speaking Professional.
Dianna Maul is vice president of marketing for TMI, USA, and man- ages TMI’s Pacific Northwest office. Dianna’s ability to assist clients in implementing practical solutions to customer service needs is the result of over twenty years of operational experience. Dianna gained her footing in customer service working with Nordstrom and studying with W. Edwards Deming and Disney University. A founding director of Emotional Value
Horizon Airlines, widely regarded for its outstanding customer service, Dianna conceptualized and directed the Horizon Air Training Academy in her role as vice president of customer service.
Dianna is coauthor of “Maintaining Superior Customer Service during Periods of Peak Demand” in Best Practices in Customer Service, edited by Ron Zemke and John Woods. Dianna has honed her emotional abilities managing a full-time career while raising five children, including a set of triplets.