Emotional Cues That Work Magic on Customers Harvard Case Solution & Analysis

Marketers have long understood that emotions play an essential part in consumer decision making. But as the most recent scientific evidence suggests, their influence is far more nuanced and complex than many are aware: subtle, rather than extreme, emotional reactions are often more powerful; short lived emotions can have continuing effects; the experience as well as expression of negative emotions can sometimes be beneficial; emotional encounters are often poorly called and recalled. In all these places, a better understanding of emotions will help managers get the desired response from consumers, to be able to maximize customer satisfaction and devotion at each phase of the encounter and tailor their own action to give better prompts.

PUBLICATION DATE: June 15, 2011 PRODUCT #: IIR054-PDF-ENG

This is just an excerpt. This case is about KNOWLEDGE MANAGEMENT, PSYCHOLOGY

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