Responding to emotions keeps the customers

- February 26, 2013 2 MIN READ

I remember when I was working with a group of engineers and my task was to get them to consider the points of view of members of the community. It’s not that they didn’t consider community opinion, they just didn’t think about it. They build stuff. As I’m explaining to them the importance of engaging with your public, one of them said, ‘Ah, I see, so you’re talking about the “fluffy stuff”.’