While a lot of newspaper column inches and TV news reel gets dedicated to a lot of negative events, positivity can also be a contagion that spreads. In order to inculcate a culture of positivity, companies ought to deliberately cause this contagion. A fine example can be cited from the case of Mercedes Bez USA during a transformation drive. Harry Hynekamp, who was the inaugural general manager for customer experience devised what can be termed as a talent management masterstroke. He wanted all the workers to feel genuine pride at the company’s efforts at customer servicing. So, he made them all visit various customer service centres without prior notice to the centres. After the commendable work they themselves experienced, there was no more any need for convincing.


Uploaded Date:03 December 2018

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