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Posts Tagged ‘Customer experience management’

Using Customer Engagement Management to Create a Culture of Accountability

Wednesday, July 29th, 2009

In their song “Won’t Get Fooled Again,” The Who expresses the common view of management in the line, “Meet the new boss, same as the old boss.” Most employees see their employers as just another authority figure to follow. In this Pavlovian system, the employer uses carrots and sticks to motivate the employee to work.  Employees work because they need payment and benefits (carrots), and/or because they fear what will happen if they lose their jobs (sticks). However, some education and business organizations are moving beyond this classic approach, instead opting for systems that allow management to act more as guides who help employees exceed their own goals and expectations.

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