Society is rapidly moving from a service economy to an experience economy. As a result, today's more sophisticated consumers not only demand services and products that are of the highest quality; they also want positive, emotionally satisfying experiences. The companies and institutions that learn how to add emotional value to their customers' experiences will leave their competitors behind.This book details a practice for adding emotional value to customers' experiences and to those of staff. The practices show that by understanding the critical role emotions play in creating customer experiences, organizations can take their service to new levels.

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.