The document discusses emotional intelligence and divides it into 5 realms: intrapersonal, interpersonal, adaptability, stress management, and general mood. Each realm contains 2-4 related components. For example, the intrapersonal realm includes self-awareness, assertiveness, independence, self-regard, and self-actualization. Assignments are provided for each component to help readers improve and assess their skills.
The OPRA Group have been working with GENOS on Emotional Intelligence (EI) since the early 2000s. This gives us a unique perspective on how EI theory has developed and been applied to maximise organisational success.
The following presentation discusses the basics, and basis, of the GENOS model of EI. This is now the foundation of the award winning leadership programmes offered by OPRA.
This document provides resources for teaching teenagers ages 13-18 about emotional intelligence. It includes activities organized under scales of intrapersonal skills, interpersonal skills, adaptability, stress management, and general mood. The activities are designed to help teens develop skills like self-regard, empathy, flexibility, impulse control, and optimism. Parents are encouraged to use the activities throughout difficult times, like military deployment, to help their child grow emotionally.
Emotional Intelligence is mostly described as the ability to understand one's own feelings, appreciating the feelings of others and the management of these emotions to enhance productive living and social interactions.
Are you on the happiness track twhe 2017Susan Smith
This document provides an overview of a presentation on applying the science of happiness. It discusses various techniques and strategies for increasing happiness, including prioritizing happiness without pursuing it, pursuing flow states, practicing gratitude, strengthening compassion, gaining internal control over one's thoughts and emotions, exercising smart trust in others, and practicing forgiveness. It also summarizes research showing that happy people tend to be more successful, healthy, and engaged at work.
Emotional intelligence involves understanding and managing one's own emotions and the emotions of others. It is important for leadership and success in both personal and professional relationships. Developing emotional skills like self-awareness, empathy, and impulse control can help reduce stress and prevent emotional volatility. Meditation, social connections, and expressing one's feelings in a healthy way are some strategies for developing emotional intelligence.
The document discusses emotional intelligence and divides it into 5 realms: intrapersonal, interpersonal, adaptability, stress management, and general mood. Each realm contains 2-4 related components. For example, the intrapersonal realm includes self-awareness, assertiveness, independence, self-regard, and self-actualization. Assignments are provided for each component to help readers improve and assess their skills.
The document discusses emotional intelligence and divides it into 5 realms: intrapersonal, interpersonal, adaptability, stress management, and general mood. Each realm contains 2-4 related components. For example, the intrapersonal realm includes self-awareness, assertiveness, independence, self-regard, and self-actualization. Assignments are provided for each component to help readers improve and assess their skills.
The OPRA Group have been working with GENOS on Emotional Intelligence (EI) since the early 2000s. This gives us a unique perspective on how EI theory has developed and been applied to maximise organisational success.
The following presentation discusses the basics, and basis, of the GENOS model of EI. This is now the foundation of the award winning leadership programmes offered by OPRA.
This document provides resources for teaching teenagers ages 13-18 about emotional intelligence. It includes activities organized under scales of intrapersonal skills, interpersonal skills, adaptability, stress management, and general mood. The activities are designed to help teens develop skills like self-regard, empathy, flexibility, impulse control, and optimism. Parents are encouraged to use the activities throughout difficult times, like military deployment, to help their child grow emotionally.
Emotional Intelligence is mostly described as the ability to understand one's own feelings, appreciating the feelings of others and the management of these emotions to enhance productive living and social interactions.
Are you on the happiness track twhe 2017Susan Smith
This document provides an overview of a presentation on applying the science of happiness. It discusses various techniques and strategies for increasing happiness, including prioritizing happiness without pursuing it, pursuing flow states, practicing gratitude, strengthening compassion, gaining internal control over one's thoughts and emotions, exercising smart trust in others, and practicing forgiveness. It also summarizes research showing that happy people tend to be more successful, healthy, and engaged at work.
Emotional intelligence involves understanding and managing one's own emotions and the emotions of others. It is important for leadership and success in both personal and professional relationships. Developing emotional skills like self-awareness, empathy, and impulse control can help reduce stress and prevent emotional volatility. Meditation, social connections, and expressing one's feelings in a healthy way are some strategies for developing emotional intelligence.
The document discusses emotional intelligence and divides it into 5 realms: intrapersonal, interpersonal, adaptability, stress management, and general mood. Each realm contains 2-4 related components. For example, the intrapersonal realm includes self-awareness, assertiveness, independence, self-regard, and self-actualization. Assignments are provided for each component to help readers improve and assess their skills.
Emotional intelligence can be proven as the best way to get success in your professional life. Let’s first understand the term and have a close look on its attributes. The aim of our slide is to guide everyone to improve emotional intelligence skill. Watch our presentation for details.
The document is a user manual for the EIQ16 emotional intelligence questionnaire. It describes the questionnaire's concept model, versions, administration, scales, interpretation, reliability and validity, norms, and references. The EIQ16 measures 16 aspects of emotional intelligence across 4 key areas: reading people, using emotions, understanding emotions, and managing emotions. It provides sten scores and feedback reports to help individuals understand and develop their emotional skills.
EQ refers to emotional intelligence, which describes one's ability to perceive, assess, and manage emotions in oneself and others. It is measured by one's emotional quotient (EQ). While IQ helps one learn and understand logical skills, EQ involves skills like self-awareness, relationship management, and self-management. Studies show that EQ accounts for a smaller portion of job performance than IQ, but EQ supporters argue that it is more important for success in life. EQ can be developed through skills like recognizing emotions in oneself and others, motivating oneself, managing emotions effectively, and handling relationships well. Developing high EQ involves understanding both emotions and reasoning abilities.
Seven mantras for joyful life by emotional managementRavi Samuel
This document outlines seven mantras for a joyful life according to emotional management. It discusses how emotions are temporary and should not dictate permanent decisions. It provides the FACT method to control emotions by freezing to understand, applying reason, acting with control, and using tact. Relationships are important for growth and experiences enhance life more than purchases. Live interactions are more enriching than online ones. One should remove negativity, live in the present, seek love where it exists, and control sex to aid relationships. Emotions need managing to be in our control.
This document provides an overview of emotion research strategies and methods for measuring emotions. It discusses cognitive appraisal theory and how emotions are goal-oriented. Various methods for measuring emotions are presented, including self-report instruments, facial coding, voice analysis, and physiological measures. Factors that reliably predict customer delight are explored, including ease of use, satisfaction of needs, and delight of interaction. Experimental paradigms and costs/tradeoffs of emotion measurement methods are also considered.
Emotional Intelligence: How to Develop Skills for SuccessHRDQ-U
Research shows people with a high level of awareness and self-control over their emotions are better able to confront difficult issues and manage change with composure. But did you know emotional intelligence can also lead to greater success in the workplace? The good news is it’s a skill that can be improved—that is, with the proper training and practice.
Join us for an hour-long webinar that will show you how to develop emotional intelligence in individuals. We’ll explore the four vital components, including intrapersonal skills, interpersonal skills, adaptability, and resilience. We’ll also discuss strategies for continuous improvement, conflict resolution techniques, and transitioning through change with ease. You’ll leave with a clear-cut plan for targeting emotional intelligence in your organization—and some helpful ideas for your personal development too!
https://www.hrdqu.com/webinars/emotional-intelligence-develop-skills-success/
This document discusses emotional intelligence (EQ) and its importance. It begins by defining emotions and listing some positive and negative examples. It then explains the functions of emotions and factors influencing them. It defines EQ as the ability to understand and manage emotions, and lists its five key attributes: self-awareness, self-management, social awareness, empathy, and motivation. The document emphasizes that EQ is important for success in life and work, and that it is a better predictor of success than IQ. It provides tips for developing EQ skills like reducing stress, recognizing emotions, improving nonverbal communication, using humor, and resolving conflicts constructively.
The document discusses emotional competence, which is a learned capacity based on emotional intelligence that results in outstanding job performance. Emotional competence matters twice as much as IQ and technical skills combined for superior performance. It presents a framework for emotional competence, including personal competence of self-awareness, self-management, and social competence of social awareness and relationship management. Organizations are interested in developing emotional intelligence as studies show it is declining across cultures and the current workforce entering lacks these skills. Emotional competence depends on brain structures involved in emotion and one's ability to change.
Emotional intelligence involves the ability to understand and manage one's own emotions and recognize emotions in others. It includes skills such as self-awareness, self-regulation, empathy, and social skills. While IQ is relatively fixed, EQ can increase over time through learning and practice. Emotional intelligence became popular in the 1990s through academic research and was brought to the mainstream by Daniel Goleman's 1995 bestselling book. Developing strong EQ involves competencies in self-awareness, self-management, social awareness, and relationship management.
This document discusses using emotional intelligence to sell information products. It explains that emotional intelligence involves understanding one's own emotions and those of others. It teaches how to identify customers' emotional needs and wants in order to create information products that meet those needs. By learning strategies like psychological positioning and identifying customers' "hot buttons", sellers can motivate customers to purchase information products and dramatically increase their income. The key is understanding emotions, both of oneself and customers, in order to develop products and marketing that resonate on an emotional level and drive sales.
The document discusses emotional intelligence (EQ) and its components. It explains that EQ involves self-awareness of one's own emotions and the emotions of others, self-management of emotions, and social skills. The five main components of EQ are identified as emotional self-awareness, managing emotions, using emotions to maximize thinking, developing empathy, and social skills. Further models and research on EQ are presented, including Goleman's competency model and studies on childhood development and EQ.
Mastery and Development of the five Emotional Intelligence (EQ) competencies - self awareness, self regulation, self motivation, empathy and social skills
How can creativity and art therapy help to enhance management of ones own emotional state and others.
A practical lecture for professionals in care and education
Imke Wood 2009
www.creativexpression.org.uk
see also Health and medical
This document provides an overview of a program aimed at transforming one's life from "frantic activity" to "being in action." It discusses concepts like quantum mechanics, principles for inventing a future like intention and visualization, and processes for materializing goals. The purpose is to alter one's experience of living so life occurs as a curriculum that magically clears things up through living. Key aspects involve observing oneself, choosing behavior over being run by thoughts, and standing in a creative place called "now what?" after examining what's happening and adding meaning.
This document discusses cognitive distortions and cognitive biases. Cognitive distortions are inaccurate thoughts that reinforce negative thinking, while cognitive biases are systematic errors in thinking that affect judgments. Some examples of cognitive distortions provided include magnification, minimization, catastrophizing, overgeneralization, and magical thinking. Cognitive biases arise from errors in memory, attention, and other mental processes. The document also categorizes different types of cognitive biases such as social biases and process biases that influence how people interpret information.
Emotional intelligence refers to being aware of one's own emotions and the emotions of others. It involves skills like self-awareness, managing emotions, and handling relationships. The document discusses emotional intelligence skills such as self-awareness, self-empowerment, communication, and conflict resolution. It provides characteristics of high and low emotional intelligence and concludes that developing emotional intelligence can help one feel comfortable and deal with stress and incompatible people or jobs.
Emotional intelligence (EI) involves the ability to perceive, understand, and manage emotions. It includes self-awareness of emotions, motivating oneself, recognizing emotions in others, and handling relationships. Daniel Goleman identified key aspects of EI such as knowing one's emotions, managing emotions, motivating oneself, recognizing emotions in others, and handling relationships. High EI is associated with less stress, higher self-esteem, and better relationships while low EI involves difficulty sharing feelings, negative emotions dominating, and not accepting oneself or others. EI is important for leadership, decision making, creativity, and customer service in business.
Emotional intelligence involves self-awareness of one's emotions and the ability to manage relationships with others. It includes skills such as self-awareness, self-management, social awareness, and relationship management. Self-awareness involves recognizing one's emotions and accurately assessing one's strengths and limits. Relationship management skills include influencing others, developing others' strengths, and managing conflicts. The document discusses the components of emotional intelligence in managing oneself and one's relationships.
Emotional intelligence is the single biggest predictor of performance in the workplace and the strongest driver of leadership & personal excellence. So what is emotional intelligence?
This document discusses emotional intelligence and its importance to success. It describes emotional intelligence as having five key components: intrapersonal skills like self-awareness, interpersonal skills such as empathy, adaptability skills such as flexibility, stress management abilities, and a positive general mood. Each component contains multiple skills that can be strengthened over time with practice, allowing one to better manage emotions and relationships. Emotional intelligence is essential for navigating social situations and life decisions.
The webinar discussed research findings from a customer experience trend tracker survey. It found large gaps between what organizations think about customer experience and what customers actually experience. For example, only 5% of customers felt experience had improved while 29% of organizations thought it had. The webinar recommends organizations understand customer emotions better, establish customer-focused measures, define the experience they aim to deliver, and build a business case to secure senior leadership buy-in for improving customer experience. The presenters concluded that failing to respond to changes in customer experience would be a recipe for organizational failure.
The webinar discussed research findings from a customer experience trend tracker survey. It found large gaps between how organizations perceive customer experience and emotions versus customers' actual experiences. For example, only 5% of customers felt experience improved versus 29% of organizations thinking so. The webinar recommends organizations understand customers' emotional and subconscious links to value, conduct pilots to prove customer experience improvements generate revenue, and establish new customer-focused measures. Senior leadership must also be educated on the opportunity customer experience provides.
Emotional intelligence can be proven as the best way to get success in your professional life. Let’s first understand the term and have a close look on its attributes. The aim of our slide is to guide everyone to improve emotional intelligence skill. Watch our presentation for details.
The document is a user manual for the EIQ16 emotional intelligence questionnaire. It describes the questionnaire's concept model, versions, administration, scales, interpretation, reliability and validity, norms, and references. The EIQ16 measures 16 aspects of emotional intelligence across 4 key areas: reading people, using emotions, understanding emotions, and managing emotions. It provides sten scores and feedback reports to help individuals understand and develop their emotional skills.
EQ refers to emotional intelligence, which describes one's ability to perceive, assess, and manage emotions in oneself and others. It is measured by one's emotional quotient (EQ). While IQ helps one learn and understand logical skills, EQ involves skills like self-awareness, relationship management, and self-management. Studies show that EQ accounts for a smaller portion of job performance than IQ, but EQ supporters argue that it is more important for success in life. EQ can be developed through skills like recognizing emotions in oneself and others, motivating oneself, managing emotions effectively, and handling relationships well. Developing high EQ involves understanding both emotions and reasoning abilities.
Seven mantras for joyful life by emotional managementRavi Samuel
This document outlines seven mantras for a joyful life according to emotional management. It discusses how emotions are temporary and should not dictate permanent decisions. It provides the FACT method to control emotions by freezing to understand, applying reason, acting with control, and using tact. Relationships are important for growth and experiences enhance life more than purchases. Live interactions are more enriching than online ones. One should remove negativity, live in the present, seek love where it exists, and control sex to aid relationships. Emotions need managing to be in our control.
This document provides an overview of emotion research strategies and methods for measuring emotions. It discusses cognitive appraisal theory and how emotions are goal-oriented. Various methods for measuring emotions are presented, including self-report instruments, facial coding, voice analysis, and physiological measures. Factors that reliably predict customer delight are explored, including ease of use, satisfaction of needs, and delight of interaction. Experimental paradigms and costs/tradeoffs of emotion measurement methods are also considered.
Emotional Intelligence: How to Develop Skills for SuccessHRDQ-U
Research shows people with a high level of awareness and self-control over their emotions are better able to confront difficult issues and manage change with composure. But did you know emotional intelligence can also lead to greater success in the workplace? The good news is it’s a skill that can be improved—that is, with the proper training and practice.
Join us for an hour-long webinar that will show you how to develop emotional intelligence in individuals. We’ll explore the four vital components, including intrapersonal skills, interpersonal skills, adaptability, and resilience. We’ll also discuss strategies for continuous improvement, conflict resolution techniques, and transitioning through change with ease. You’ll leave with a clear-cut plan for targeting emotional intelligence in your organization—and some helpful ideas for your personal development too!
https://www.hrdqu.com/webinars/emotional-intelligence-develop-skills-success/
This document discusses emotional intelligence (EQ) and its importance. It begins by defining emotions and listing some positive and negative examples. It then explains the functions of emotions and factors influencing them. It defines EQ as the ability to understand and manage emotions, and lists its five key attributes: self-awareness, self-management, social awareness, empathy, and motivation. The document emphasizes that EQ is important for success in life and work, and that it is a better predictor of success than IQ. It provides tips for developing EQ skills like reducing stress, recognizing emotions, improving nonverbal communication, using humor, and resolving conflicts constructively.
The document discusses emotional competence, which is a learned capacity based on emotional intelligence that results in outstanding job performance. Emotional competence matters twice as much as IQ and technical skills combined for superior performance. It presents a framework for emotional competence, including personal competence of self-awareness, self-management, and social competence of social awareness and relationship management. Organizations are interested in developing emotional intelligence as studies show it is declining across cultures and the current workforce entering lacks these skills. Emotional competence depends on brain structures involved in emotion and one's ability to change.
Emotional intelligence involves the ability to understand and manage one's own emotions and recognize emotions in others. It includes skills such as self-awareness, self-regulation, empathy, and social skills. While IQ is relatively fixed, EQ can increase over time through learning and practice. Emotional intelligence became popular in the 1990s through academic research and was brought to the mainstream by Daniel Goleman's 1995 bestselling book. Developing strong EQ involves competencies in self-awareness, self-management, social awareness, and relationship management.
This document discusses using emotional intelligence to sell information products. It explains that emotional intelligence involves understanding one's own emotions and those of others. It teaches how to identify customers' emotional needs and wants in order to create information products that meet those needs. By learning strategies like psychological positioning and identifying customers' "hot buttons", sellers can motivate customers to purchase information products and dramatically increase their income. The key is understanding emotions, both of oneself and customers, in order to develop products and marketing that resonate on an emotional level and drive sales.
The document discusses emotional intelligence (EQ) and its components. It explains that EQ involves self-awareness of one's own emotions and the emotions of others, self-management of emotions, and social skills. The five main components of EQ are identified as emotional self-awareness, managing emotions, using emotions to maximize thinking, developing empathy, and social skills. Further models and research on EQ are presented, including Goleman's competency model and studies on childhood development and EQ.
Mastery and Development of the five Emotional Intelligence (EQ) competencies - self awareness, self regulation, self motivation, empathy and social skills
How can creativity and art therapy help to enhance management of ones own emotional state and others.
A practical lecture for professionals in care and education
Imke Wood 2009
www.creativexpression.org.uk
see also Health and medical
This document provides an overview of a program aimed at transforming one's life from "frantic activity" to "being in action." It discusses concepts like quantum mechanics, principles for inventing a future like intention and visualization, and processes for materializing goals. The purpose is to alter one's experience of living so life occurs as a curriculum that magically clears things up through living. Key aspects involve observing oneself, choosing behavior over being run by thoughts, and standing in a creative place called "now what?" after examining what's happening and adding meaning.
This document discusses cognitive distortions and cognitive biases. Cognitive distortions are inaccurate thoughts that reinforce negative thinking, while cognitive biases are systematic errors in thinking that affect judgments. Some examples of cognitive distortions provided include magnification, minimization, catastrophizing, overgeneralization, and magical thinking. Cognitive biases arise from errors in memory, attention, and other mental processes. The document also categorizes different types of cognitive biases such as social biases and process biases that influence how people interpret information.
Emotional intelligence refers to being aware of one's own emotions and the emotions of others. It involves skills like self-awareness, managing emotions, and handling relationships. The document discusses emotional intelligence skills such as self-awareness, self-empowerment, communication, and conflict resolution. It provides characteristics of high and low emotional intelligence and concludes that developing emotional intelligence can help one feel comfortable and deal with stress and incompatible people or jobs.
Emotional intelligence (EI) involves the ability to perceive, understand, and manage emotions. It includes self-awareness of emotions, motivating oneself, recognizing emotions in others, and handling relationships. Daniel Goleman identified key aspects of EI such as knowing one's emotions, managing emotions, motivating oneself, recognizing emotions in others, and handling relationships. High EI is associated with less stress, higher self-esteem, and better relationships while low EI involves difficulty sharing feelings, negative emotions dominating, and not accepting oneself or others. EI is important for leadership, decision making, creativity, and customer service in business.
Emotional intelligence involves self-awareness of one's emotions and the ability to manage relationships with others. It includes skills such as self-awareness, self-management, social awareness, and relationship management. Self-awareness involves recognizing one's emotions and accurately assessing one's strengths and limits. Relationship management skills include influencing others, developing others' strengths, and managing conflicts. The document discusses the components of emotional intelligence in managing oneself and one's relationships.
Emotional intelligence is the single biggest predictor of performance in the workplace and the strongest driver of leadership & personal excellence. So what is emotional intelligence?
This document discusses emotional intelligence and its importance to success. It describes emotional intelligence as having five key components: intrapersonal skills like self-awareness, interpersonal skills such as empathy, adaptability skills such as flexibility, stress management abilities, and a positive general mood. Each component contains multiple skills that can be strengthened over time with practice, allowing one to better manage emotions and relationships. Emotional intelligence is essential for navigating social situations and life decisions.
The webinar discussed research findings from a customer experience trend tracker survey. It found large gaps between what organizations think about customer experience and what customers actually experience. For example, only 5% of customers felt experience had improved while 29% of organizations thought it had. The webinar recommends organizations understand customer emotions better, establish customer-focused measures, define the experience they aim to deliver, and build a business case to secure senior leadership buy-in for improving customer experience. The presenters concluded that failing to respond to changes in customer experience would be a recipe for organizational failure.
The webinar discussed research findings from a customer experience trend tracker survey. It found large gaps between how organizations perceive customer experience and emotions versus customers' actual experiences. For example, only 5% of customers felt experience improved versus 29% of organizations thinking so. The webinar recommends organizations understand customers' emotional and subconscious links to value, conduct pilots to prove customer experience improvements generate revenue, and establish new customer-focused measures. Senior leadership must also be educated on the opportunity customer experience provides.
The webinar discussed research findings from a customer experience trend tracker survey. It found large gaps between how organizations perceive customer experience and emotions versus customers' actual experiences. For example, only 5% of customers felt experience improved versus 29% of organizations thinking so. The webinar recommends organizations understand customers' emotional and subconscious links to value, conduct pilots to prove customer experience improvements generate revenue, and establish new customer-focused measures. Senior leadership must also be educated on the opportunity customer experience provides.
Pfizer Study Tour Presentation - Steven Walden & Kalina JanevskaBeyond Philosophy
This document discusses customer experience and the experience economy. It provides examples of how different companies can stage experiences for their customers from undifferentiated commodities to differentiated experiences. These include examples for cakes, credit cards, healthcare, and libraries. It also discusses the importance of customer experience measurement and culture for driving change. Key takeaways are that themes alone do not differentiate companies and that the interpretation and follow through of themes is important. A case study shows how a slight shift in priorities at a grocery chain led to a major decline in customer experience and business.
This document discusses neuroexperience, which is mapping customer experience directly from brain activity. It is presented by Qaalfa Dibeehi of Beyond Philosophy. Neuroexperience uses tools like EEG and fMRI to understand customer triggers and insights at the neurological level, providing a more direct view of what drives customer behavior and attitudes than traditional surveys. Currently neuroexperience is an emerging area, and the document discusses how tools like biometrics can provide insights and how neuroexperience could be further developed in the future through tools like portable EEG.
The document summarizes a webinar presented by Beyond Philosophy on bridging the experience gap between organizations and customers. It discusses research findings that show large gaps between what organizations think customers experience and feel versus what customers actually experience and feel. The research found organizations are out of touch with customer emotions and expectations. The webinar explores how organizations can better understand customers' emotional and subconscious perspectives to improve experiences and address the experience gaps.
1) The document describes the world's largest database of emotions containing 25,000 data points collected by Beyond Philosophy over several years of research.
2) The database shows reductions in advocacy and recommendation emotions among customers from 2005-2011, while attention levels have remained the same. There have also been significant reductions in negative emotions.
3) Maintaining a positive customer experience is important to avoid the costs of negative experiences such as customer defections, which can amount to millions of dollars in lost revenue for large enterprises.
Beyond Philosophy is a company that uses its Emotional Signature methodology to analyze customer experiences. It identifies the 20 emotions that drive or destroy business value through customer surveys and structural equation modeling. This reveals the conscious and subconscious factors that influence customers and prioritizes which attributes of an experience should be focused on to improve value outcomes like retention, satisfaction and loyalty. Beyond Philosophy has applied this process for clients across industries to help optimize their customer experiences.
This document discusses research on emotions in business contexts. It summarizes findings from a database of 25,000 assessments that identified four clusters of emotions that drive or destroy business value. The research found that business-to-business contexts are more attentive to risk and uncertainty than business-to-consumer contexts. It also found differences in emotional profiles between the US and European financial services industries, with the US scoring lower on positive emotions and higher on negative emotions. The document advocates measuring emotions to improve business decision-making.
The document discusses future trends in customer experience, focusing on the importance of emotional and subconscious factors over just rational aspects. It notes that senior business leaders say differentiation based only on rational factors is no longer sustainable. The document examines questions around understanding customers and designing customer experiences to evoke the right emotions. It also explores how customer experiences are changing with social media and the importance of considering how customers feel when using social media platforms.
What emotions are you trying to evoke in your Customers? Building on this it is also critical you select emotions that drive value. ie: Customer Loyalty; Customer retention; Net promoter etc. During the presentation I showed examples of how Clients have used our Emotional Signature research methodology to define the emotions and the actions you should take.
If you would like to talk further please contact us here www.beyondphilosophy.com/contact
1) The document describes the world's largest database of emotions containing 25,000 data points collected by Beyond Philosophy over several years of research.
2) The database shows reductions in advocacy and recommendation emotions among customers from 2005-2011, while attention levels have remained the same. There have also been significant reductions in negative emotions.
3) Maintaining a positive customer experience is important to avoid the costs of negative experiences such as customer defections, which can amount to millions of dollars in lost revenue for large enterprises.
This document appears to be a list of potential book information including the book title, subtitle, author and numbering. It contains brief entries for 8 potential books without providing any further details about the content or topics of each book.
This document summarizes the key findings of a study on customer complaints conducted by the consulting firm Beyond Philosophy. The study found that most customers do not think companies understand their expectations and that complaints and negative social media comments occur when customers feel their expectations were not met. It also notes that complaints can go viral online and discusses the high costs of customer defection compared to customer retention. Additionally, the document reports that most complaints are made directly to companies rather than through social media and come from specific sectors such as telecommunications, utilities and retail. It concludes with a poll asking whether organizations monitor complaint satisfaction.
How to build an emotinal connection with your customersBeyond Philosophy
This document summarizes key findings from a study on building emotional connections with customers. The study found that keeping existing customers is less expensive than acquiring new ones, yet many customers switch providers regularly. Traditional segmentation focuses on behavior, but emotional segmentation is more effective long-term. The study suggests focusing on engaging customers emotionally to encourage loyalty and reduce switching. Building "lovemarks" in the customer experience can help imprint strong, positive emotional connections that drive customer retention.
From the Customer Experience Trend tracker this presentation is the one used for the webinar addresed by Qaalfa Dibeehi, Kalina Janevska and Colin Shaw: A well
Achieving patient experience excellence through cultural transformationBeyond Philosophy
What are the key ingredients to building sustainable and growing patient experience excellence? How do you create a culture that keeps excelling and innovating? To sign up our latest webinar visit here http://www.beyondphilosophy.com/thought-leadership/webinars
This document provides guidelines for using punctuation marks including commas. It explains that commas can be used to separate two contiguous clauses when joined by a conjunction or without a conjunction. Commas also indicate introductory words, nonessential phrases, items in a list or series, and separate two adjectives modifying a noun. Finally, it notes that quotation marks are used to indicate dialogue.
This document summarizes a webinar about using self-awareness and observation to increase inner resilience through understanding motivation and predispositions. It discusses how assessments like the Individual Directions Inventory can reveal deeper motivational drivers and how those drivers can form self-reinforcing patterns. It also explains how greater awareness of reactions, triggers, and life goals can help mitigate reactive cycles and harness motivation for well-being rather than just achievement. The webinar provides strategies for developing observational skills to better understand and regulate one's motivations.
In challenging times, resilience is especially critical. Explore how increasing self-awareness can help individuals foster the resilience they need to overcome personal, professional, and global challenges.
Akshat Goyal's T&D Program on KNOW YOUR SELF - THROUGH SELF AWARENESS & REGUL...Akshat Goyal
This two-day training program aims to help employees improve self-awareness and self-regulation through emotional intelligence. Day one includes introductory exercises, discussions about the importance of emotional intelligence, and group activities to experience different emotions. Day two focuses on increasing self-awareness through developing emotional vocabulary, saying no to temptations, and taking self-awareness tests. The goal is to help employees understand themselves better and foster self-regulation in the workplace.
Q1….Create a supply and demand graph in Excel that demonstrates th.docxmakdul
Q1….Create a supply and demand graph in Excel that demonstrates the relationship between the amount buyers are willing to purchase and the quantity available. You may select your own data points, but you must discuss the relationship between supply and demand within the economy, as well as discuss the concept of market equilibrium. Please attach your graphs along with your discussion in your response. Provide an explanation for the value graphing supply and demand and analyzing the data can have on decision-making in a business and the economy.
Q2…. View "Trade-Offs and Opportunity Costs," located on the YouTube website. Share an example of your own experience in which you had to decide on an opportunity cost that would affect you. What outcome did the decision have on your economic situation?
Psychopathy is a personality or mental disorder characterized partly by antisocial behavior, a diminished capacity for remorse, and poor behavioral controls.
Psychopaths
The study of the psychopath reveals an individual who is incapable of feeling guilt, remorse or empathy for their actions. They are generally cunning, manipulative and know the difference between right and wrong but dismiss it as applying to them.
Psychopaths
They are incapable of normal emotions such as love, generally react without considering the consequences of their actions and show extreme egocentric and narcissistic behavior.
Psychopaths
Characteristics of a psychopath
•Superficial charm and average intelligence.
•Absence of delusions and other signs of irrational thinking.
•Absence of nervousness or neurotic manifestations.
•Unreliability.
•Untruthfulness and insincerity.
Psychopaths
•Lack of remorse or shame.
•Antisocial behavior without apparent compunction.
•Poor judgment and failure to learn from experience.
•Pathological egocentricity and incapacity to love.
•General poverty in major affective reactions.
Psychopaths
•Specific loss of insight.
•Unresponsiveness in general interpersonal relations.
•Fantastic and uninviting behavior with drink, and sometimes without.
Psychopaths
There are different degrees of psychopathic behavior and different types including the sexual psychopath and the work psychopath.
Most studies indicate that there are no conventional methods available which cures psychopathic behavior.
When conventional methods have been used, the psychopath becomes empowered, and reacts by improving their cunning, manipulative methods.
They have an ability to conceal their true personality, even from trained eyes.
Psychopaths
Psychopath has no real emotions.
They develop their own personality by mimicking those around them.
They have an inability to control inappropriate outburst of anger and hostility which results in loss of jobs, loss of friends and family and divorce.
This promotes the psychopath into a justification for more aggressive behavior.
Psychopaths
They have an inability to determine when their action ...
Emotions play a great role in our day-to-day lives. Harnessing emotions in social media campaigns is a winning tactic to grow your customer base to increase sales.
- The document discusses developing emotional intelligence through four components: self-awareness, social awareness, adaptability, and resilience.
- It emphasizes recognizing one's own emotions and thoughts, understanding others' emotions through empathy, and resolving conflicts assertively while considering all perspectives.
- Developing emotional intelligence improves job performance, relationships, and the ability to manage stress and adapt to change according to research cited in the document.
This document discusses techniques for building trust and rapport when selling, including active listening, mirroring body language, pacing conversations, and addressing objections. It also outlines different mental representations (visual, auditory, kinesthetic) and provides closing strategies like assuming the sale, offering choices, emphasizing benefits, and looking for buying signals. The goal is to understand customers and guide them towards purchase by engaging them emotionally and addressing their needs and concerns.
The document discusses the importance of emotional intelligence, especially in distributed work settings. It defines emotional intelligence as the ability to perceive, understand, and manage emotions. Relationship building relies on mutual trust, respect and understanding between parties. In distributed settings, it is more challenging to perceive emotions accurately due to fewer sensory cues, but controlling one's own emotions and understanding others' emotions remains critical for effective collaboration. The document provides tips for developing self-awareness, empathy, and strategies for overcoming the challenges of remote work.
The motivational predispositions we possess inform the way we experience the world – and they are with us through good times and bad. Developing a deeper awareness of our motivational drivers can help us with the essential and difficult work of self-regulation: making conscious choices to manage our emotional impulses and respond more objectively (and productively) to life’s challenges.
In this webinar, we explore:
The fundamentals of motivation: recognizing our drivers, as well as their complexities and contradictions
How motivation can manifest in our lives - in ways that may help us or challenge us
The cycles of reaction: identifying what our sensitivities are, how we react, and what we can do to mitigate their impact
This document discusses cognitive biases and how they can be used in neuromarketing to manipulate customer behavior. It describes over 175 cognitive biases that affect decision making and thinking. Some of the key biases discussed include the availability heuristic, framing effect, confirmation bias, naïve realism, and stereotyping. The document argues that understanding these unconscious biases can provide insights into how to influence customers. It aims to show how cognitive limitations lead to flawed decisions that can be exploited.
Use the concepts and techniques of Emotional Intelligence at the workplaceReema
The document discusses emotional intelligence in the workplace. It explains that understanding emotions allows people to make better decisions and respond appropriately to situations. It states that a strong team requires members who are emotionally intelligent and can manage their emotions. It provides tips for recognizing and expressing emotions in a healthy way at work, such as seeking help from employee assistance programs or maintaining interests outside of work. It includes a case study example of how a person with low emotional intelligence responded impulsively in anger and shot his friend over a minor incident, landing himself in jail for life.
1. Meaning is core to mental health and is held in our thoughts and perceptions of events.
2. Thoughts can be either dynamic, such as worrying or rumination, or passive thoughts that pop into our heads.
3. Our thoughts can take the form of internal dialogues or different "characters" that influence our perspectives and behaviors.
Emotional intelligence involves self-awareness of one's own emotions and how to manage them, as well as awareness of others' emotions and how to interact with them appropriately. It discusses key aspects like knowing your emotions and strengths, controlling impulses through patience, setting goals to stay motivated, recognizing cues in how others speak to understand their feelings, and matching others' formality, language, and moods to build rapport. The document provides questions to help with self-reflection on different emotional intelligence domains and emphasizes maintaining empathy, authenticity, and respect in communications.
Successful marketers know how to use psychological principles to understand their customers, in order to deliver exactly what those customers need and want. All it takes is a little psychological insight, and you're ready for roll. Psychology is power, and applying the following principles to your business can define a whole new approach, and lead to more marketing success than you ever thought possible.
Brand Box 5 - How To Say It - The Marketer's Ultimate ToolkitAshton Bishop
http://www.stepchangemarketing.com/
In this Slideshare presentation:
1. Brand Box 5 - How to say it 2. Actions from Insights 3. How to say it 4. Ogilvy on Advertising 5. Reason and Emotion 6. Cialdini's tools of influence 7. Advertising 8. Uses of advertising 9. Advertising: Broad definitions 10. The advertising cycle 11. The advertising cycle cont... 12. Neuromarketing 13. The typical major league baseball pitch 14. Decision making 15. Major league baseball pitch cont... 16. The new model for decision making 17. Why do we need somatic markers 18. When is one faculty used over the other 19. How does this sell things 20. Classic media theory 21. Neuromedia theory 22. Example: Share of mind case study 23. A couple of examples 24. A couple of examples cont... 25. Direct response 26. Styles of direct response marketing 27. Direct Response 28. Direct Response Implementation 29. The BOSCH Formula 30. The 5 step (POWER) copywriting process 31. Single Mindedness 32. Defining great communication 33. Essence of Communication 34. Ideas vs. Information 35. What makes a great idea 36. Example: Papa John's pizza 37. Example: Copenhagen Zoo 38. Example: Belgium Cancer foundation 39. Example: Australian Red Cross 40. Example: BBC World 41. Example: Seeing eye dogs Australia 42. Example: Global Coalition for Peace 43. Example: Panasonic 44. Example: Summerville 45. Example: Karate Bushido 46. Example: Heinz 47. Example: Jobs in town 48. Example: Colgate 49: Example: Yoga center 50. Keeping it simple 51. Assessing Ads 52. Assessing communication 53. AIDA(S) 54. Tools for driving great advertising 55. The 3 part brief 56. The 9 questions 57. Testimonials 58. Power of testimonials 59.
Willingness to Listen is a Trait of the Entrepreneurial Mindsetjane GARDNER
Willingness to Listen is a Trait of the Entrepreneur on Mindset Monday On today's show I talk about the Willingness to Listen as a Trait of the Mindset of the Entrepreneur.
Willingness to Listen
Relationships are based on reciprocity.
This is obvious to most business people,
but what is the ratio of your giving and taking?
Does it appear to the other person that you talk and never listen
In a good relationship, there's always a dialog
You should always strive to listen more than you talk.
“emotional intelligence,” was first used in 1990. Emotional intelligence is commonly described as the ability to perceive, evaluate, and manage emotions
in others and ourselves.
Many experts consider it to be
a better indicator for success than someone’s IQ.
To develop a success mindset, get "Develop a Success Mindset" training at http://jgtips.com/smindset. A Solopreneur learns many strategies for success at https://jane-gardner.com.
Customers are irrational: Stop fighting it!
This document discusses how customers can act irrationally and provides strategies for dealing with irrational customer behavior. It summarizes a presentation by Beyond Philosophy on rethinking how organizations approach customer experience. The presentation argues that customers' emotional experiences and subconscious perceptions significantly influence their behaviors and decisions, more so than rational considerations. It provides examples and strategies to design customer experiences that positively influence customers on an emotional level.
Best Practices for Building a Market-Leading Customer ExperienceBeyond Philosophy
You already know you need a customer experience management program, but how do you justify it? And once you clear that hurdle, how do you implement it?
Subhra Das knows. As senior vice president, marketing and customer experience for du, the UAE’s premiere telecom company, he played a key role unseating the market leader and earning 42 percent market-share. It all happened within four years of the company’s launch, in the world’s most highly penetrated mobile market.
Join Das and co-presenter Qaalfa Dibeehi, chief operating and consulting officer of Beyond Philosophy, on Thursday, October 27, as they walk through the steps du took when building its deliberate, highly-regarded customer experience.
In this free webinar, Das will outline the seven aspects of du’s customer experience transformation program.
What is Your Competition Doing? Are You an Industry Customer Experience Leader? Join Beyond Philosophy to See the Results of the 2011 Global Customer Experience Management Survey
• Current insights on customer experience from experts and CxOs from across the globe
• Analysis of 8,000 customer experience leaders
Program
Join Steven Walden, Beyond Philosophy's Senior Head of Research, and Colin Shaw, Founder and CEO, as they reveal the results of the 2011 Global Customer Experience Management Survey. The research will pull back the curtain on where the industry stands today, answering questions such as:
• Which industries and regions spend the most on customer experience?
• What are the drivers and challenges the customer experience industry faces as it further develops?
• What companies have seen the biggest customer experience growth, by industry?
• Where is customer experience management most needed? What industry? What country? What companies?
In addition, they discuss topics such as:
• What industries will see the greatest growth in customer experience over the next several years?
• What will be the next great customer experience advancement?
• What is the valuable element of a company's customer experience program? How does it differ by industry or region?
• How will social media affect the way companies approach customer experience?
Learning Objectives
• Learn about the Beyond Philosophy 7-stage Customer Experience Maturity model.
• Discover which industries and countries are concentrating on enhancing the customer experience.
• Learn how to overcome common problems that get in the way of successful customer experiences.
• Explore the pace of growth and the state of customer experience development, broken down by geographic regions.
Delta satisfaction how to avoid unintended bias when you research customer sa...Beyond Philosophy
This document discusses Delta Satisfaction, an alternative approach to measuring customer satisfaction that aims to avoid unintended bias. It introduces the concept of Delta Value and Delta Satisfaction, which measure both satisfaction and dissatisfaction on separate scales to provide a more complete picture. The document includes examples of how Delta Satisfaction has identified important drivers of dissatisfaction that traditional customer satisfaction scores miss. It argues that Delta Satisfaction is a more psychologically and conceptually valid measure of customer experience.
The document discusses ways to measure return on investment (ROI) from customer experience initiatives. It provides examples of calculating ROI through general models, company-specific research, case studies from other companies, and cost savings. One case study describes a call center that reduced callback rates from 75% to 3% by being more transparent with customers about document delivery times, saving on costs.
The document discusses employee experience and satisfaction. It begins by defining employee experience and noting that satisfied employees are linked to better business outcomes like customer loyalty, safety, and productivity. It then discusses common metrics used to measure employee experience, such as employee satisfaction surveys and Net Promoter Score. The document suggests digging deeper into employee experience through examining the emotional signature of experiences and using biometric tools. The overall summary is that the document examines how to define, measure, and gain insights into improving employee experience.
The document discusses future trends and insights in customer experience, with a focus on social media. It identifies three areas with the biggest opportunities: experience psychology, neuroexperience, and social media. The rest of the document discusses how customer experience is defined, the role of subconscious signals, stages of social media maturity for organizations, what drives value in social media experiences, and insights from research into personal, business, and customer social experiences. Key findings include that social media is driven by emotions, esteem and feelings of acceptance are important, and customers expect more from social experiences than normal customer experiences.
xperience Psychology is a new ‘ology’ and key trend in Customer Experience Management. This ties together the latest psychological principles that are both customer and employee focused to inform you about how you can change the Experience that you control to generate value.
We will deep dive into some key and easy to execute frameworks you must learn to compete in this area
The document outlines next steps from a Pfizer study tour, including investigating why LinkedIn has not been used as much as hoped and what other tools have shared information. It also lists creating a regional action plan, presenting to the PBE team and revisiting a past presentation slide deck. Additional next steps include distributing a colleague's book, using customer experience language, influencing managers, and ensuring staff meet with customers annually.
Progressive Insurance successfully implemented new customer measures and engaged its organization by adopting Net Promoter Score (NPS) to measure customer satisfaction and loyalty. It gained executive support, invested resources, and involved employees. NPS provided a common metric across functions and improved processes through feedback. As a result, Progressive's NPS and financial results increased as customer advocacy became embedded in its culture.
Seven Philosophies to build a great customer experienceBeyond Philosophy
The document discusses seven philosophies for building a great customer experience. It states that great customer experiences 1) provide long-term competitive advantage, 2) exceed customer expectations in important areas, 3) are differentiated by stimulating planned emotions, 4) are enabled through inspirational leadership and empowered employees, 5) are designed from the outside-in considering the customer perspective, 6) generate revenue and reduce costs, and 7) embody the company brand by delivering on brand promises. The document is presented by Colin Shaw of Beyond Philosophy and promotes their customer experience consulting services.
The document discusses how organizations can become more customer-centric by moving along a continuum from a "Naive" to a "Natural" orientation. It outlines the key traits of each orientation, from being very product-focused with no customer experience measurement to having customer experience fully integrated into the organizational DNA. The document also notes that true progress requires alignment between an organization's orientation and the executive understanding of customer experience.
The document summarizes the brand and strategy of Mandarin Oriental Hotel Group. It discusses that the brand is defined by luxury, amazing locations, and excellent service. It emphasizes that culture drives employee behavior, which drives the brand. The strategy is to create engaged employees through a colleague engagement program focused on quality experiences for employees mirroring what guests receive. This is intended to result in profitable growth through loyal customers and employees.
The document discusses seven key strategic questions for improving customer experience. It focuses on understanding the customer experience an organization aims to deliver, the emotions it wants to evoke, and whether the customer experience is deliberate. It also addresses understanding what customers want, where organizations provide the most value, and how customer-centric the organization is. The document advocates taking a holistic, coordinated approach to deliberately designing an emotionally engaging customer experience.
This Emotional Signature® research reveals the emotions people feel when using social media; what they desire and what drives value. We also reveal the ‘subconscious experience’ people have using social media and the messages intentionally or unintentionally people are giving in social media. Finally, we will discuss how organizations are making a huge mistake in the way they are designing their social media experiences and make recommendations of what they need to do.
Organizations may think they know their customers, but Beyond Philosophy’s latest thought leading research demonstrates that customers feel very differently. In many cases there is a significant gap between the experience organizations think they are providing, and the experience customers actually receive
IMPACT Silver is a pure silver zinc producer with over $260 million in revenue since 2008 and a large 100% owned 210km Mexico land package - 2024 catalysts includes new 14% grade zinc Plomosas mine and 20,000m of fully funded exploration drilling.
Best practices for project execution and deliveryCLIVE MINCHIN
A select set of project management best practices to keep your project on-track, on-cost and aligned to scope. Many firms have don't have the necessary skills, diligence, methods and oversight of their projects; this leads to slippage, higher costs and longer timeframes. Often firms have a history of projects that simply failed to move the needle. These best practices will help your firm avoid these pitfalls but they require fortitude to apply.
Top mailing list providers in the USA.pptxJeremyPeirce1
Discover the top mailing list providers in the USA, offering targeted lists, segmentation, and analytics to optimize your marketing campaigns and drive engagement.
Part 2 Deep Dive: Navigating the 2024 Slowdownjeffkluth1
Introduction
The global retail industry has weathered numerous storms, with the financial crisis of 2008 serving as a poignant reminder of the sector's resilience and adaptability. However, as we navigate the complex landscape of 2024, retailers face a unique set of challenges that demand innovative strategies and a fundamental shift in mindset. This white paper contrasts the impact of the 2008 recession on the retail sector with the current headwinds retailers are grappling with, while offering a comprehensive roadmap for success in this new paradigm.
buy old yahoo accounts buy yahoo accountsSusan Laney
As a business owner, I understand the importance of having a strong online presence and leveraging various digital platforms to reach and engage with your target audience. One often overlooked yet highly valuable asset in this regard is the humble Yahoo account. While many may perceive Yahoo as a relic of the past, the truth is that these accounts still hold immense potential for businesses of all sizes.
LA HUG - Video Testimonials with Chynna Morgan - June 2024Lital Barkan
Have you ever heard that user-generated content or video testimonials can take your brand to the next level? We will explore how you can effectively use video testimonials to leverage and boost your sales, content strategy, and increase your CRM data.🤯
We will dig deeper into:
1. How to capture video testimonials that convert from your audience 🎥
2. How to leverage your testimonials to boost your sales 💲
3. How you can capture more CRM data to understand your audience better through video testimonials. 📊
Event Report - SAP Sapphire 2024 Orlando - lots of innovation and old challengesHolger Mueller
Holger Mueller of Constellation Research shares his key takeaways from SAP's Sapphire confernece, held in Orlando, June 3rd till 5th 2024, in the Orange Convention Center.
How MJ Global Leads the Packaging Industry.pdfMJ Global
MJ Global's success in staying ahead of the curve in the packaging industry is a testament to its dedication to innovation, sustainability, and customer-centricity. By embracing technological advancements, leading in eco-friendly solutions, collaborating with industry leaders, and adapting to evolving consumer preferences, MJ Global continues to set new standards in the packaging sector.
Storytelling is an incredibly valuable tool to share data and information. To get the most impact from stories there are a number of key ingredients. These are based on science and human nature. Using these elements in a story you can deliver information impactfully, ensure action and drive change.
Zodiac Signs and Food Preferences_ What Your Sign Says About Your Tastemy Pandit
Know what your zodiac sign says about your taste in food! Explore how the 12 zodiac signs influence your culinary preferences with insights from MyPandit. Dive into astrology and flavors!
SATTA MATKA SATTA FAST RESULT KALYAN TOP MATKA RESULT KALYAN SATTA MATKA FAST RESULT MILAN RATAN RAJDHANI MAIN BAZAR MATKA FAST TIPS RESULT MATKA CHART JODI CHART PANEL CHART FREE FIX GAME SATTAMATKA ! MATKA MOBI SATTA 143 spboss.in TOP NO1 RESULT FULL RATE MATKA ONLINE GAME PLAY BY APP SPBOSS
Tata Group Dials Taiwan for Its Chipmaking Ambition in Gujarat’s DholeraAvirahi City Dholera
The Tata Group, a titan of Indian industry, is making waves with its advanced talks with Taiwanese chipmakers Powerchip Semiconductor Manufacturing Corporation (PSMC) and UMC Group. The goal? Establishing a cutting-edge semiconductor fabrication unit (fab) in Dholera, Gujarat. This isn’t just any project; it’s a potential game changer for India’s chipmaking aspirations and a boon for investors seeking promising residential projects in dholera sir.
Visit : https://www.avirahi.com/blog/tata-group-dials-taiwan-for-its-chipmaking-ambition-in-gujarats-dholera/
Implicitly or explicitly all competing businesses employ a strategy to select a mix
of marketing resources. Formulating such competitive strategies fundamentally
involves recognizing relationships between elements of the marketing mix (e.g.,
price and product quality), as well as assessing competitive and market conditions
(i.e., industry structure in the language of economics).
13. Background – Harvard and Jung ‘ … the IAT is based on the assumption that it will be easier to respond to concepts that are strongly associated than to weakly associated concepts…’ Fazio and Olson, 2003 ..so, the higher the speed of association a word has with a brand logo the more we can say it is subconsciously associated with it…..….. ‘ … Carl Jung theorized that …people connect ideas, feelings, experiences, by way of associations… these influence behaviour’ Project Implicit, Harvard University
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15. Subliminal Response to Brand identity - useful for Packaging and Logo Design Fastest response Slowest response
17. We Profile the Emotions By Speed of Response Fast Slow POSITIVE emotions Fast Slow Blue Chip Brand In Blue: Lower the bar the quicker the emotional response NEGATIVE emotions Other Brands In Orange: Higher the bar the slower the emotional response Full sample profile Non-buyers profile Milliseconds Milliseconds Blue chip mobile brand Neutral brands – the benchmark neutral line
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21. Attitude Scores Need Feelings Because… they do not feel subconsciously satisfied
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24. We Put a Value on the Subconscious Retention emotions!
28. Step 1: Define Which Subconscious Emotions Link to Value The brand feels/acts like… Link to Value Cared for, pleased, in control Retention - Tenure
29. Step 1: Define Which Subconscious Emotions Link to Value The brand feels/acts like… Link to Value Cared for, pleased, in control Happy and pleased Retention - Tenure Retention Spend per month
30. Step 1: Define Which Subconscious Emotions Link to Value The brand feels/acts like… Link to Value Cared for, pleased, in control Happy and pleased Unhappy, annoyed, sluggish, submissive Retention - Tenure Retention Spend per month Conscious Attitudes
31. Step 2: Understand What This Means Subconsciously Cared for, pleased, in control Happy and pleased Unhappy, annoyed, sluggish, submissive Subconscious feel says ‘fun’ but executed in a poor way Subconscious feel says ‘care’ and executed in an excellent way Subconscious feel says we are scared, we don’t know what to do or how to do it! (pre-2009) Our blue-chip customer feels the brand is Possible Examples
32. Step 3: Reposition Your Subconscious Experience The Blue-Chip Company should…. Possible Examples Cared for, pleased, in control Happy and pleased Unhappy, annoyed, sluggish, submissive Subconscious feel says ‘fun’ but executed in a poor way Subconscious feel says ‘care’ and executed in an excellent way Subconscious feel says we are scared, we don’t know what to do or how to do it! (pre-2009)
33. Possible Examples of Subconscious Roles Beyond Philosophy Full Model NEGATIVE DOMINANCE Subconscious feel from media reports says: ‘big bad corporation’ The ‘Power’ emotions are important in the Subconscious Experience hypothesis Happy and pleased Unhappy, annoyed, sluggish, submissive Cared for, pleased, in control Subconscious feel says ‘fun’ but executed in a poor way Subconscious feel says ‘care’ and executed in an excellent way Subconscious feel says we are scared, we don’t know what to do or how to do it! (pre-2009)
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36. More Info Presenter: Steven Walden [email_address] Tel: 0207 917 1717 Beyond Philosophy www.beyondphilosophy.com
Editor's Notes
The unconscious and the subconscious are vastly different, though non-psychiatric professionals often incorrectly use subconscious. In contrast to the unconscious, the subconscious mind lies just below consciousness, and it is easily accessible if attention is paid to it. For instance, you might know someone’s phone number. This information is not stored in your conscious mind, but in your subconscious. If you think about it, you can produce the phone number, but it isn’t simply floating around in your conscious mind. You need to direct your attention to memory in order to dredge up the phone number. Those memories you can recall easily are not conscious unless you pay attention and focus. When someone asks you to describe your perfect day, you reach into your subconscious mind for these memories. However, if someone asked you to describe the worst day you ever had, especially if it was particularly traumatic, you might not really be able to describe the worst. You’d be able to discuss memories in your subconscious that were memorably bad, but a truly traumatic day could be in part, or completely repressed. In this way, one of the differences between the unconscious and the subconscious is that, at least in Freud’s estimation, the unconscious worked as a protecting force on the mind, even if this protection was wrongly guided. Really finding the most traumatic day of your life might mean significant therapy to access layers of memory buried away from both from conscious and subconscious, deeply hidden in the mind.
The unconscious and the subconscious are vastly different, though non-psychiatric professionals often incorrectly use subconscious. In contrast to the unconscious, the subconscious mind lies just below consciousness, and it is easily accessible if attention is paid to it. For instance, you might know someone’s phone number. This information is not stored in your conscious mind, but in your subconscious. If you think about it, you can produce the phone number, but it isn’t simply floating around in your conscious mind. You need to direct your attention to memory in order to dredge up the phone number. Those memories you can recall easily are not conscious unless you pay attention and focus. When someone asks you to describe your perfect day, you reach into your subconscious mind for these memories. However, if someone asked you to describe the worst day you ever had, especially if it was particularly traumatic, you might not really be able to describe the worst. You’d be able to discuss memories in your subconscious that were memorably bad, but a truly traumatic day could be in part, or completely repressed. In this way, one of the differences between the unconscious and the subconscious is that, at least in Freud’s estimation, the unconscious worked as a protecting force on the mind, even if this protection was wrongly guided. Really finding the most traumatic day of your life might mean significant therapy to access layers of memory buried away from both from conscious and subconscious, deeply hidden in the mind.
A subliminal message is a signal or message embedded in another medium, designed to pass below the normal limits of the human mind’s perception. These messages are unrecognizable by the conscious mind, but in certain situations can affect the subconscious mind and can negatively or positively influence subsequent later thoughts, behaviors, actions, attitudes, belief systems and value systems. The term subliminal means "beneath a limen" (sensory threshold). This is from the Latin words sub, meaning under, and limen, meaning threshold. Perception Without Awareness Perception without awareness is the implanting of an idea without the subject being aware of it. An everyday example of this priming in action is when someone whistles a tune and then sometime later you start to whistle the same tune. A third party observing the two of you would see exactly what happened. But you remain oblivious to the way the tune entered your mind. You might not even remember your friend whistling it first. In 1999 Adrian North, David Hargreaves and Jennifer Mckendrick of the University of Leicester staged a psychology experiment in a wine shop. They found that when French music was played in the shop 77% of the wine sold that day was French. When German music was played 73% of the wine sold on that day was German. The nationality of the music was changed on alternate days over a two week period. When questioned after their purchases 86% of the customers said categorically that the music did not affect their choice. In a later experiment Dr North showed that music could also be used to significantly to prime the sense of taste. In this situation a wine tasting was held against a background of different types of music. Wine tasted against a background of powerful and heavy music was described as heavy. At the other extreme, wine tasted against a background of soft mellow music was described as mellow. The subject's perception of taste had been unknowingly altered by the music they heard. The extent to which people can be primed by the words they read has been shown by several experiments, notably one by Bargh, Chen and Burrows in 1996. Subjects studied sets of words and unscrambled them to make sentences. Half of the subjects had sentences with many words that related to stereotypes of old age: slow, wrinkled, feeble etc. The other subjects had neutral words. When they completed their scrambled sentence test walked down a corridor to deliver their paper. The subjects primed with words relating to old age, walked far slower along the corridor than their colleagues as if they had taken on an aspect of the words they were reading. 3 years ago taste test MRI scans – treacted to brands coke and pepsi – lower brain (freud theory)