Today's consumers demand not only services and products that are of the highest quality, but also positive, memorable experiences.

This essential guide shows how organisations can leapfrog their competitors by learning how to add emotional value - the economic value of customers' feelings when they positively experience products and services - to their customers' experiences.

Janelle Barlow and Dianna Maul provide dozens of proven ideas, innovative options, and powerful examples of organisations that systematically add emotional value to customer and staff experiences.

Emotional Value has made it to the best-selling list of customer service books on Amazon. The book has been nominated for a Benjamin Franklin Book Award, 2001 in the business category together with Brian Tracy's latest book, The 100 Absolutely Unbreakable Laws of Business Success.

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