根据上文“Being self-motivated means being ready for driven, focused discussion and behavior. It also means being sharp and smart enough to be open to positive learning.(自我激励意味着准备好进行有动力的、集中的讨论和行动。这也意味着
If you look into why it fails to stick for many businesses, it all boils down to the lack of a customer-centric culture, to begin with. Many companies that you see today are still focused on driving sales. But for customer centricity to thrive, it is essential to create a cul...
A second question is what all this means for the call-centre agents. It is predicted that generative AI would lead to a 20%-30% reduction in customer-service jobs by 2026. For now, Mr Goellerr says Clearsource is focused on using generative AI to help train its human agents. But he...
To date, research has mainly focused on personalization perceptions of smart service systems as these stimulate customer engagement (e.g., Bleier, De Keyser, & Verleye, 2018; Roy et al., 2017). Meanwhile, potential intrusiveness consequences of smartness received little research attention, even ...
By doing so, we provide a theoretical framework for connecting divergent streams of research that have exclusively focused on either the functional or dysfunctional outcomes of customer mistreatment. Third, by investigating the moderating effects of conscientiousness in the relationships between customer ...
But still, seeing ourselves through the many roles we play means we often get stuck in the self-consistency fallacy – the belief that our past choices and behaviors must dictate our future. Just as watching the same play with the same actors repeating the same lines would grow tiresome, sti...
But if you keep your composure, it means that your prefrontal cortex has intervened. Take a moment to consider your emotional hot buttons—situations in which you know you tend to react instead of responding. Knowing your triggers in advance can help you to remain more in the moment. ...
In today’s business environment companies are working hard to become more customer focused and in certain business models this has become more complicated. Many companies sell their products and services via third-party which means channel partners represent them in the marketplace. ...
This means that many employees are still unaware of their employers’ EAP, and most have never personally used the service. Improving communication and participation in existing workplace wellbeing programs are essential next steps for most organizations. ...
Optimism is considered to be the general attitude that fuelsresilience, but there is an important difference betweenblind (or naïve) optimismandrealistic optimism, or what we callWise Optimism. Wise optimism is grounded in reality, which means that it improves one’s chances of dea...