In a recent speech, Bruce Temking gave at the Customer Experience Professionals Association ( event in Dallas, he talked about the importance of focusing on emotion. Bruce has called 2016 “The Year of Emotion,” this will be a popular topic for Temkin Group this year.

I agree with Bruce that too many times we miss the emotional connection that customers and nonprofit constituents have in their experience with us. They typically don’t say things like “I was dissatisfied” with that experience. They things like “that sucked” or “that stunk” or “that was horrible”. Real emotions and real language.

Here’s a short snippet from his speech where he discusses the importance of making human emotional connections.

Source: Make More Human Emotional Connections (Video) | Customer Experience Matters®