Contents Executive Summary ........................................................................................... 3 Introduction...................................................................................................... 4 Emotional Intelligence....................................................................................... 6 Sales and Customer Loyalty: The Customer Perspective................................... 18 Employee Performance and Retention: The Internal Business Perspective ........ 22 Leadership and Financial Performance: The Bottom Line Perspective .............. 10 Related Research ............................................................................................ 30 Companies Deploying EQ ................................................................................ 32 Conclusion...................................................................................................... 33 Further Reading .............................................................................................. 34
A slide presentation and training module for this e-book are available for sale from the EQ Store www.EQstore.com
EQ has twice the power of IQ to predict performance. EQ is also a better
predictor than employee skill, knowledge, or expertise. 9
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White Paper The Business Case for Emotional Intelligence
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