Authenticity is the hallmark of great service organisations | Reading room | TMI - Experts in Customer Experience

Authenticity is the hallmark of great service organisations

Authenticity is the hallmark of great service organisations

The perils of emotional labour have long been debated. In a world where we now value authenticity and individuality and have come to mistrust and even despise scripted service - organisations need to review how they engage their employees in meaningful work rather than mandate what they should say and how they should feel. Oh yes and of course - Have a Nice Day. Read the full piece here.

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