Contents
Part I What Do Organizations Miss on Today?
Chapter 1 The Nagging Questions
Chapter 2 Big Research Findings
Chapter 3 Evidence From Independent Research
Chapter 4 The Psychological Explanation
Part II What Organizations Need to Do Tomorrow—The Seven Business Practices for Emotional Connection
Chapter 6 Practice 2: Take Into Account That Customers Are Not Aware of Their Inner Drivers
Chapter 7 Practice 3: Include Emotions in Your Research
Chapter 8 Practice 4: Be Deliberate About the Emotions You Want to Evoke and How to Evoke Them
Chapter 9 Practice 5: Aim for the Same Emotions in the Employee ...
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