Today’s consumer expectations on most products and services are extremely emotion-based. We are slowly moving to be an emotion and experience economy. In this socially connected world, we share our experiences and emotions freely and publicly than ever before.

However, most of the large organizational responses from staid old organizations are unemotional and far from the emotional realities in the marketplace. They are still stuck in the industrial era response of “Build it and they will come”.

I wonder how this dichotomy is possible, and when this will end? How can a product or service be developed where the people who develop it are treated as cogs and expected to be unemotionally attached to the work that they are delivering and yet deliver extraordinarily customer-centric innovative emotional responses? It boggles my mind…

Inspired by this post…