Start Talking About Emotions (Video)

To help celebrate “The Year of Emotion” on CX Day (and beyond), Temkin Group created this fun, short video: Start Talking About Emotion.

The bottom line: Add the Five A’s of an Emotional Response to your vocabulary

CX Sparks: Guides For Stimulating Customer Experience DiscussionsThis video is a great introduction to a discussion with your team. That’s why we’ve created a CX Sparks guide that you can download and use to lead a stimulating discussion.

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I am a customer experience transformist, helping large organizations improve business results by changing how they deal with customers. As part of this focus, I examine strategy, culture, interaction design, customer service, branding and leadership practices. I am also a fanatical student of business, so this blog provides an outlet for sharing insights from my ongoing educational journey. Simply put, I am passionate about spotting emerging best practices and helping companies master them. And, as many people know, I love to speak about these topics in almost any forum. My “title” is Managing Partner of the Temkin Group, a customer experience research and consulting firm that helps organizations become more customer-centric. Our goal is simple: accelerate the path to delighting customers. I am also the co-founder and Emeritus Chair of the Customer Experience Professionals Association (, a non-profit organization dedicated to the success of CX professionals.

2 thoughts on “Start Talking About Emotions (Video)”

  1. Thank you – often delegates on our Customer Journey Mapping training course really don’t believe that THEIR customers buy on emotion! Why do we want to believe that somehow logical decision making is ‘better’ or superior? What are we afraid of regarding emotional decision making? Do you have any resources to help organisations discover / identify the truth behind the fact that most purchase decisions are rooted in the emotions?

    1. Hi Liz: Thanks for sharing your comment. In the report Behavioral Guide to Experience Design, we provide some details about how human biases drive emotional decisions, but we don’t really have any resources a this point that would help a specific organization uncover the specific role that emotions play in their customers’ decisions. However, I think you’ll find some supporting resources by looking through the emotion content on this blog.

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