Emotional Value

TMI USA




	An Important New Book

PRESS RELEASE ADVANCE PRAISE BUSINESS BOOK REVIEW™	Emotional Value Creating Strong Bonds With Your Customers Janelle Barlow and Dianna Maul Now available at www.amazon.com or by contacting TMI,USA Published by Berrett-Koehler Publishers, Inc. Our 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 sensitive, and memorable experiences. The organizations that learn how to add emotional value to their customers' experiences will leapfrog their competitors. Emotional value is the economic value or monetary worth of feelings when customers positively experience products and services. Emotional value, as much as quality or any other dimension of an organization's worth, can make or break a business. It is as concrete as that! The authors, with over forty years experience in the service industry, offer five practices for adding emotional value not only to customers' experiences, but also to staff experiences. They include: • Building an emotion-friendly service culture • Choosing emotional competence as your organization's service model • Maximizing customer experiences with empathy • Viewing complaints as emotional opportunities • Using emotional connections to increase customer loyalty This new book, Emotional Value: • navigates customer service managers and supervisors through dozens of ideas, options, and examples of organizations that have already begun to systematically add emotional value to their customers' experiences. • walks you through the maze of thought and research on customer emotions. • will inspire you as you lead your organization into the Experience Economy. Janelle Barlow is the coauthor of the business best-seller, A Complaint Is a Gift, Using Customer Feedback as a Strategic Tool. Emotional Intelligence meets the Experience Economy
			Janelle Barlow, Ph.D. Certified Speaking Professional President, TMI,USA Other books by Dr. Barlow: A Complaint Is a Gift. The Stress Manager. Unbind Your Mind: The Freedom to Be Creative.


			Dianna Maul Senior Consultant, TMI,USA Coauthor, "Maintaining Superior Customer Service During Periods of Peak Demand," in Zemke and Woods, Best Practices in Customer Service. Founding Director of Horizon Airlines


			For information about Janelle Barlow's keynote presentations on Emotional Value, please call TMI,US at 702 939-1800.


	Advance Praise for Emotional Value
CLICK HERE TO PURCHASE PRESS RELEASE ADVANCE PRAISE BUSINESS BOOK REVIEW™	Emotional Value addresses the key customer service differentiation for twenty-first century corporations. In a well organized and well thought out manner, this book addresses the passion and emotional value required to impact the culture and focus of a corporation. Morton L. Topfer, Vice Chairman Dell Computer Corporation Janelle Barlow and Dianna Maul have written a tremendous book. Emotional Value will help speed up the day when businesses provide not only good service but truly engaging experiences, jobs become roles to be characterized and acted out, and workers are paid to self-actualize on the job. Any organization looking to improve the emotional connection between their employees and their customers needs to read this work. *Joe Pine & Jim Gilmore, authors The Experience Economy* I love this book*. Emotional Value* is an extraordinary achievement, destined to become a classic in the literature on customer service. Jim Kouzes, author Chairman Emeritus, tompeters!company Just as the emotional health of a person dictates physical well being, the emotional health of an organization dictates its financial well being. Janelle Barlow and Dianna Maul have composed a primer on this important topic. Chris Ehlers, Org. Dynamics Manager Procter and Gamble When I finished reading Emotional Value, I was amazed that such an obvious element of customer service had not been previously addressed. User friendly, the authors present the subject in a way that is relevant, thought provoking and challenging. A Complaint Is a Gift had a lasting impact upon Aramark frontline managers, and I am positive the same will be true of Emotional Value. Ted Monk, Vice President Aramark Finally, someone talks about emotions in this over-merged, `over-numberized' society and offers such practical ways to present and understand how to implement them. This gem of a book offering a fresh approach to service gives permission to be human in serving customers and staffing. The Applications sprinkled throughout create opportunities to rethink our own approaches in experiential and daily ways. Pat Hardy, Co-Executive Director Professional Assn of Innkeepers This book is great. Very insightful. A powerful message with practical application. Not only does this book provide a logical approach to a side of the business that is often just assumed to "work", but it also provides great examples and real life experiences. The assessment portion of each section is a great way to bring home the message. Well done. Thank you for you insightfulness!! Renee Schulz Director of Marketing for World Wide Applied Systems Group, The Trane Co. Understanding the role of emotions in customer service is an essential and often neglected responsibility for our organizations. Barlow and Maul make this clear with real-life examples, and do an excellent job of linking emotional competence to both the business outcomes important to financial success, and to the everyday interactions of our service providers. Erika Gwilt, Dir of Ground Ops Educ Northwest Airlines, Inc


CLICK HERE TO PURCHASE PRESS RELEASE ADVANCE PRAISE BUSINESS BOOK REVIEW™	Business Book Review™ Review of the Month, July 2000 Vol. 17 , Issue 21 For a free review of another business book, click here and look for the free review on the Business Book Review™ home page. Emotional Value Creating Strong Bonds with Your Customers By Janelle Barlow and Diana Maul 300 pp. Berrett-Koehler _____________________________________________________________ By Lydia Morris Brown, Business Book Review™ According to Barlow and Maul, in the same way that emotion is central to human life, in terms of its role in interactions with family and friends, it is also becoming increasingly recognized as a critical aspect of interactions in the service economy. In fact, because emotion often comprises the core of the value received from those interactions, it has become a key customer differentiation. Emotional value is the economic value or monetary worth of feelings when customers positively experience an organization’s products/services. And, it is “emotional value, as much as quality or any other dimension of an organization’s worth can make or break a business.” In today’s experience economy (an economy in which customers expect every level of their commercial existence to have positive, emotional, and memorable impact), service providers can no longer merely perform functions for consumers but need to produce a distinctive personal and emotional experience for each customer. As a result, staff members need to know how to interact in an emotionally intelligent manner and be competent in listening, showing empathy, and “owning” the customer’s problem. At the same time, they must feel good about delivering this high level of emotional value. Unfortunately, the business world has little interest in, or understanding of, emotion and, thus, tends to keep it out of the business equation. Barlow and Maul speak to this lack of understanding and explore the nascent field of emotion-friendly service, providing a comprehensive review of the current research and literature, both popular and academic. More, importantly, they offer practical prescriptions and guidelines and illustrative examples that will help customer-service executives, managers, and supervisors understand the critical role of emotions, as they relate to the business transaction process. And, they demonstrate how to create, design, and deliver emotional experiences that go beyond mere customer satisfaction. ________________________________________________________________________________________ Business Book Review™ Vol. 17, No. 21 Copyright ©2000 BusinessBookReview.com, LLC. • All Rights Reserved


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