• Ivaylo Yorgov

Snippets: CX shapes minds

Beware, CX professionals: every one of your actions communicates a message, and every one of your actions and messages shape people's minds. Providing satisfactory customer experience is not only a source of competitive advantage. It is in fact the ultimate form of social responsibility.


Why so? Because, as Lisa Feldman Barrett explains in this excellent piece,


Words ... are tools for regulating human bodies. Other people’s words have a direct effect on your brain activity and your bodily systems, and your words have that same effect on other people. Whether you intend that effect is irrelevant. It’s how we’re wired.

Check out the full article here or below for a number of (surprising) insights on how your words and deeds sculpt the world and shape other people.


I also highly recommend her book "How Emotions Are Made: The Secret Life of the Brain" - give it a go if you are interested in a thought-provoking eye-opening account on what emotions are and how they work.


My best wishes for a great day ahead!



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