Winning in the Emotional Economy!
11/04/03
Marcus Buckingham, an author and a consultant with the Gallup Organization, shares an insight worth considering in your organization: "The challenge for the future is for companies to figure out a way to extend those relationships beyond price and engage their customers on an emotional level. In late 2002, the Nobel Prize committee recognized the importance of the emotional economy by awarding the economics prize to Daniel Kahneman, a Princeton psychology professor. It was the first time the economic establishment admitted that a person's psychological makeup is the key determining factor in economic behavior. I'm intrigued by the questions following that insight: How big is the emotional economy? Are we mismanaging it? Have we even begun to scratch the surface of how we manage the emotions of our employees and our customers? Through our studies at the Gallup Organization, we're just beginning to realize how economically valuable emotions are...."
So many of the greatest organizations rode emotions on their journey to greatness--Disney, Wal-Mart, Home Depot, and Starbucks. The larger they have become the harder it seems to remember what got them there. Their earnings may remain strong, but many financial advisors are starting to downgrade some of these companies as their strong emotional cultures start to erode on the edges. Disney took cartoons and theme parks and became the poster child for building a brand based on emotions, but now it's an "entertainment conglomerate" that may very well have lost its heart and its emotional connection to those they serve. Politicians don't just state positions and expect to win; they have to emotionally connect to those they lead. Great leaders also make an emotional connection with the people they lead. Enough people need to say, "Even though I may not agree with her on all issues, I like her and I sense she cares about us and our future." That emotional connection allows leaders to borrow on that rapport in difficult times. What is your emotional connection quotient with your people? Do they know you care about them and your organization's future? Do you find and tell the stories that capture the feelings and emotions of your corporate culture to keep them alive? Do you catch people being effective and let them sense your approval and pride? Be touched, and emotionally touch others you work with and serve. Don't lose your heart on your road to success.
A PAULSON QUOTE OF THE WEEK
"Be touched, and emotionally touch others you work with and serve. Don't lose your heart on your road to success." --Terry Paulson, Ph.D.
MONDAY'S MIRTHFUL MOMENT
Today's mirthful moment comes from friend, fellow speaker and humor pro, Scott Friedman, CSP. Enjoy!
First things first, but not necessarily in that order.
I considered atheism, but there weren't enough holidays.
Practice safe eating...always use condiments.
I'm out of my mind, but feel free to leave a message.
As I said before, I never repeat myself.
The trouble with being punctual is that nobody's there to appreciate it.
Dogs have owners, and cats have staff.
Follow your dream...unless it's the one where you're running naked through Wal-Mart!
When you keep your eyes open for mirth, you just may find it! Hope this kicks off your morning and helps get your mood adjusted for the week. Now, get busy MAKING CHANGE WORK and have some fun along the way!...