The Power of Customer Experience

Jeffrey Toobin: I like to take it from a different perspective and think about how the customer will feel. He says he's been diving in recently to an emerging branch of psychology that's referred to as prospective psychology. When we're in decision making mode, our gut takes over, emotion takes over, but we run these little mental simulations,. So when I think about the customer experience, it's about how they feel and about how they will feel.