emotions

Book Reviews

Between Us: How Cultures Create Emotions by Batja Mesquita, W.W. Norton, 2022

June 14, 2023 1

Susan Fader reviews Between Us, a book from Batja Mesquita (a pioneer of cultural psychology), which dissects the way culture shapes our emotional world. Using MINE and OURS models of emotion, the author effectively challenges the belief that emotional cues, socially accepted reactions, and empathy are universal across societies. A must-read for researchers seeking to understand the cultural perspectives surrounding our work. […]

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Conducting an Experience Investigation: A CX Approach That Adds Depth and Dimensionality to the Discovery Phase of Your Research

January 4, 2023 0

Show your clients a vivid picture of what it’s like to be one of their customers by delivering an Experience Investigation. Using a Customer Experience (CX) mindset, go beyond rational and conscious observations to better understand how expectations, emotions, subconscious clues, and behavioral psychology affect how customers feel toward a company. The article is a useful primer on how to pay attention to, capture, and evaluate the signals firsthand that create the emotions that can either attract or repel customers. […]