​​I want to apologise for those waiting for my book....we have had to take it down for technical improvements (which is internal slang for Morris screwed up and it will take weeks to fix). It will be back as soon as possible! By way of compensation here is an extract from chapter 1 of Measuring Customer Emotions (the textbook from training courses) click for details How do you build a customer emotion model? Q - Is there is a way to do it in less than an hour? A - I am going

If you want to get an accurate read of emotions you need to start from a model of how customers are before they meet you! I call it the HAY model. Saying “hello, how are you?” is at the start of every social interaction. It is the declaration of our emotional state. We all do it, all the time......so we understand it! It is a keystone habit of behaviour which means we all understand it really well. We can build a crude model of how are you? Because if we can do that, then we