Posts Tagged ‘stories’
Difficult Customer Complaints
What are difficult customer complaints? All complaints hurt, especially when you care deeply about your business or organisation. The more you care, the more painful it is. When we are hurt, the natural reaction is to either hit back or run away. Both will make things worse in the long run. And when customers’ behaviour…
Read MoreThe Story You Tell Yourself Affects Your Life
The story you tell yourself about what happened becomes your reality. What you remember is the story you told yourself about an event, not what actually happened or your feelings during the event. We define our past, describe our present and predict the outcome based on this story. This is brilliantly illustrated in Daniel Kahneman’s video about the experiencing versus…
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