Emotional intelligence: engaging customers and colleagues

Daniel Goleman’s work on Emotional Intelligence has a lot to teach customer operations and Daniel Pink’s Motivation 3.0 builds on this, to explore the power of autonomy, mastery and purpose in motivating performance.

The power of passionate people is a key theme behind many of our Innovation Award winners in recent years. What stands out is a link between the ability to create genuine customer focus within an operation and a set of behaviours, at all levels in the organisation, which are like those usually labelled ‘emotional intelligence’.

Read the full article.

First Published in the 2013 Best Practice Guide Putting People First.

Daniel Pink shares the surprising truth about what motivates us: View the video 

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