Heart of the Customer’s Jim Tincher sat down with Style Psychology Founder and CEO Kate Nightingale recently, to discuss the role of emotions in the customer experience. (But it’s 2021, so of course “sat down with” means “met on Zoom.”) Below is a lightly edited transcript of that conversation. You can watch the complete video here.
So we were on a panel together [The Art and Science of Creating Exceptional Customer Experiences, now available on demand] and we were talking about emotions in the experience. And one of the other panelists brought up the “effortless experience.” Both you and I had a visceral reaction to that book. I have my thoughts, but let’s start with you. Tell me more why you reacted to that. Read more