2005 Consulting Customer emotions Presentation 
Enghouse Interactive
JULY 23, 2021
Kahneman explains we have two selves: The Experiencing Self, which lives in the present. Kahneman also explains how customers’ memories form with the Peak-End Rule, a psychological shortcut for how the Remembering Self recounts and judges experiences. But which emotions should you try and evoke in your customers?
Beyond Philosophy
NOVEMBER 19, 2020
For instance, when I presented to a German insurance company about how they should use emotions in their experience, the clients asked me for proof that it would work. Failure is an always-present possibility, Pine says, because you aren’t sure how it will land until you get a real, live human being in the experience.
Expert insights. Personalized for you.
98 
Let's personalize your content