How Your Team's Emotions Impact Customer Experience with Sarah Dena - Ep. 105

from Giraffes Don't Eat Steak - for curious marketers who zig when others zag! · host Erica Mackay and Alex Bilney

How Your Team's Emotions Impact Customer Experience with Sarah Dena - Ep. 105In this episode of Giraffes Don't Eat Steak, hosts Erica and Alex welcome Sarah Dena, Managing Director of New Wave Learning and founder of The Cultivators. Sarah introduces us to the Emotional Culture Deck, a powerful tool for understanding and leveraging emotions in the workplace.Sarah explains how emotions drive behaviour and why developing emotional literacy is essential for both internal team dynamics and external client relationships. She shares insights on positioning emotions as valuable data points, especially when working with analytical professionals who might initially resist conversations about feelings.The discussion explores the growing importance of human skills in an AI-dominated world, how workplace culture impacts customer experience, and the crucial difference between emotional intelligence and emotional confidence. Sarah also shares personal stories about transformative leadership and how emotional awareness can make or break business relationships.Chapters00:00 Introduction to Sarah Dena02:20 New Wave Learning & Emotional Culture Deck05:52 Human Skills in the Age of AI07:56 The Connection Between Feelings & Behaviour12:31 Emotional Literacy in the Workplace17:37 Client Experience & Emotional Culture23:22 Emotions as Data Points for Businesses27:34 Developing Emotional Confidence35:11 Workplace Culture & Leadership Impact42:37 Emotions in Marketing & Customer Experience47:15 Final Thoughts & How to Connect.#marketing #entrepreneurship #business #businessadvice #businesssuccess #howtobesuccessful #marketingstrategy #businessdevelopment #entrepreneurmindset #howtostartabusiness #socialmedia #onlinemarketing #digitalmarketing #marketingagency #businesstips Connect with the hosts:Erica: https://www.linkedin.com/in/erica-mackay/Alex: https://www.linkedin.com/in/alex-bilney/Get in touch with us at The Marketing Detective Agency - www.themarketingdetectiveagency.com#MarketingStrategy #BusinessMarketing #TargetAudience #MarketingTips #OfficePolititcs #MarketingPodcast

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This episode was published on October 22, 2025.

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