Abstract
Just stop and think for a moment about your life and the emotional roller-coaster we all enjoy. Think of your experiences so far; think of your first boyfriend or girlfriend and the ‘puppy love’. How did that feel? Exciting? Were you infatuated, exhilarated? Then think of the day you broke up, and you thought the world was at an end. Think of the day you were promoted at work; how pleased and proud you were. Think how you were bursting to tell your family and friends, and the pride this generated. Think of the day when something went wrong at work — perhaps how you were reprimanded — and how that made you feel, maybe inadequate, angry or depressed.
We can’t solve problems by using the same kind of thinking we used when we created them.
Albert Einstein (1879–1955)
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Notes
Daniel Goleman, Emotional Intelligence, London, Bloomsbury, 1996.
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© 2002 Colin Shaw and John Ivens
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Shaw, C., Ivens, J. (2002). The emotional customer experience. In: Building Great Customer Experiences. Palgrave Macmillan, London. https://doi.org/10.1057/9780230554719_3
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DOI: https://doi.org/10.1057/9780230554719_3
Publisher Name: Palgrave Macmillan, London
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