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Giraffes Don't Eat Steak - for curious marketers who zig when others zag!
This is the Giraffes Don't Eat Steak podcast, a show that brings you marketing stories, tips, hints, and much more. A treat for those who want to succeed in business or marketers who just want to learn.
Giraffes Don't Eat Steak - for curious marketers who zig when others zag!
How Your Team's Emotions Impact Customer Experience with Sarah Dena - Ep. 105
How Your Team's Emotions Impact Customer Experience with Sarah Dena - Ep. 105
In this episode of Giraffes Don't Eat Steak, hosts Erica and Alex welcome Sarah Dena, Managing Director of New Wave Learning and founder of The Cultivators. Sarah introduces us to the Emotional Culture Deck, a powerful tool for understanding and leveraging emotions in the workplace.
Sarah explains how emotions drive behaviour and why developing emotional literacy is essential for both internal team dynamics and external client relationships. She shares insights on positioning emotions as valuable data points, especially when working with analytical professionals who might initially resist conversations about feelings.
The discussion explores the growing importance of human skills in an AI-dominated world, how workplace culture impacts customer experience, and the crucial difference between emotional intelligence and emotional confidence. Sarah also shares personal stories about transformative leadership and how emotional awareness can make or break business relationships.
Chapters
00:00 Introduction to Sarah Dena
02:20 New Wave Learning & Emotional Culture Deck
05:52 Human Skills in the Age of AI
07:56 The Connection Between Feelings & Behaviour
12:31 Emotional Literacy in the Workplace
17:37 Client Experience & Emotional Culture
23:22 Emotions as Data Points for Businesses
27:34 Developing Emotional Confidence
35:11 Workplace Culture & Leadership Impact
42:37 Emotions in Marketing & Customer Experience
47:15 Final Thoughts & How to Connect
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Connect with the hosts:
Erica: https://www.linkedin.com/in/erica-mackay/
Alex: https://www.linkedin.com/in/alex-bilney/
Get in touch with us at The Marketing Detective Agency - www.themarketingdetectiveagency.com
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