Emotional Intelligence

/Emotional Intelligence

Emotional Intelligence Customer Experience Design

The Emotional Intelligence Customer Experience Design™ (EQCX) framework is used to unlock and sustain the emotional power in organizations. The primary driver in customer engagement and loyalty is emotion. Through leveraging this framework emotion can become a differentiating asset. The use of Emotional Intelligence (EQ) in Customer Experience (CX) Design has been leveraged exclusively by all of the brands featured [...]

The Best Manager I Ever Had Hated Me

Over the course of my work life, I have had a few managers that seemed to hate me. In particular, one manager, whom we’ll call “Steve,” seemed to have it out for me. At the time, I wondered if he stayed awake at night thinking of ways to make my life miserable and to crush everything that I thought he [...]

Here’s How YOU Make Emotion Your Competitive Advantage

In this ten minute video learn how to harness the component of customer experience that has the largest impact on customer loyalty. Making Emotion Your Competitive Advantage Emotions are what customer experience is all about, yet many organizations are lacking or ignore improving their skills and knowledge in understanding and using customer emotions to influence and evoke their most desired [...]

Got it: Horse before Cart and Culture before CX

Life can be so simple. You put the horse BEFORE the cart. You know this! Unfortunately, you are probably engaged with messing it up by adding systems, software and incentives. Why? It’s because that’s what you have been brainwashed to do. YOU MUST HAVE that million dollar thingy that does that whatchacallit stuff that makes those things to do that [...]

5 Ways to Increase Customer Empathy

Empathy is one of the 54 Emotional Intelligence (EQ) competencies, but it captures a lot of attention by itself. Just like you, I must ward off the societal influences and pressures to judge people and jump to conclusions and to be apathetic to others. Following many of the societal influences will lower your EQ. Many people say that as a [...]

How email is making you stupid

Do you think that if you were doing something that was lowering your intelligence you would stop doing it? A good common sense track record? Hmm, well the evidence suggests that we don’t necessarily follow that common sense thinking. We really need to ask ourselves questions like, "Do warning labels increase common sense?" Firstly, it's probably a good idea to [...]

Innovation secret discovered at NASA

An innovation secret discovered at NASA could unlock breakthrough performance for many. There was a very important research study conducted more than 45 years ago at NASA. This information can help you lead innovation and transformation in your organization. In 1968 NASA asked Dr. George Land to develop a creativity assessment. Why? They needed to unlock the innovation secret. They [...]

CX Metrics Measurement and ROI

In this recorded Google Hangout, Customer Experience Experts with the CXPA (Customer Experience Professionals Association) Lynn Hunsaker, Yvonne Nomizu and  I share experiences and case studies on CX metrics, CX measurement, and CX ROI. It was broadcast live over Google+ and YouTube and hosted by the CXPA. CX Metrics, Measurement, and ROI are part of the core competencies for CXPA's CCXP certification program. [...]

Emotional Intelligence Builds Customer-centric Cultures

In this video, Customer Experience Experts with the CXPA Jim Rembach, Lynn Hunsaker and Bruce Temkin share their insights on topics within the broader subject of Customer-centric Culture. It was broadcast live over Google+ and the CXPA YouTube channel. Jim introduces a big opportunity for customer experience professionals and shares how Emotional Intelligence builds customer-centric cultures by creating lift-off for your customer [...]

Engage CX Toolkit

We are excited to announce a unique opportunity for Beyond Morale clients—free access to Beyond Morale's Engage CX Toolkit™. Created by CX, HR, OD, and visual designers, the Toolkit will save you hundreds of hours of effort and thousands of dollars in your efforts to build customer and employee engagement and leadrers in your customer-centric journey. Highlights: Numerous Image Quotes [...]