Bang & Olufsen on How to Create the Right Kind of Emotion

Paul Sands is the Director of Customer Experience at Bang & Olufsen and a CX Network Advisory Board member. In a presentation at the Customer Experience Exchange for Retail he spoke about creating the right kind of emotion. One way you can do this is through small gestures that don’t necessarily draw attention but your customer will notices as a nice touch; understated wows.

Watch his full presentation below.