Capability development- Engage , Enliven , Excite

The way customers feel is of the utmost importance, not just today, but for the entire customer life cycle. And since satisfaction is more neutral than positive, it is no longer enough for brands to simply satisfy customers.

1. Emotions guide decisions: While we like to think of ourselves as logical beings, it is actually our emotions that inspire our decisions.
2. Positive associations lead to repeat decisions: When someone makes a decision that leads to a positive outcome, they are more likely to make the same decision in the future.
3. Without emotions, there are no decisions: If a person has no emotional connection to the outcome of a decision, they are less likely to actually make a decision.