'Unpleasant surprises' are defined as unexpected instances of service interactions during which providers appear not to practise customer centricity, value co-creation or build and retain relationships with their customers, but without warning鈥攆rom a customer's perspective鈥攁pply some form of '...
For children, the world is full of surprises. Adults, on the other hand, are much more difficult to surprise. And there are complex processes behind this apparently straightforward state of affairs. Researchers at the University of Basel have been using mice to decode how reactions to the unexp...
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University of Basel researchers have discovered how the brain’s reaction to surprises evolves with age, demonstrating that experience plays a crucial role in this process. Using mice, they found that the efficiency in processing unexpected stimuli increases over time and that the maturation of the ...
Voting paradoxes are unpleasant surprises encountered in elections. They pertain to such phenomena as additional support being detrimental for candidates and not voting leading to better outcomes than voting for some voters. No voting system is immune to all paradoxes and, therefore voting paradoxes are...
Trip to the Beach It took some convincing but my mom reluctantly agreed to go to the beach. Ever since COVID started, my mom has refused to go anywhere, even after being fully vaccinated. She is the most comfortable at home. She doesn’t like surprises and lately she se...
Give yourself a phrase that will buy you time to gather yourself. “That’s an unexpected comment” “It surprises me to hear you say that.” (Even if it doesn’t) Take a deep breath to calm your body down. Your body is in fight-or-flight mode. Keep a neutral voice when you do...
If a shipping delay throws your estimation off cause, open lines of communication prevent unexpected surprises on your customer’s end. Offer gift cards and discounts to dissatisfied customers Gift cards and discounts are another way to show customers you care and value their business, even when...
Roberta Fusaro: Angelika, anything to add about those fears? Angelika Reich: We did come across a couple of surprises, I would say, in this data. Because first of all, the number of people who are strongly or mildly disengaged but still in the organization is quite large. And...
environment calm and controlled. Students need to know what's going to happen each day at school, so there are no surprises. Go over the daily schedule on the first day of school, and implement it each day. If there is going to be a change to the schedule, give students plenty of ...