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Gerhard Kaefer

Gerhard Kaefer's Public Library

  • engaged employees had the best ability to affect the customer experience, which is essential to building customer loyalty. In other words, they bring the customer the “wow” factor.
  • By creating a positive customer experience using the power of your engaged employees.

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  • potential obstacles
    • Group 1 issues are the hardest to identify and address because they are based on emotion not logic. Persuasion, peer pressure, coaching etc. are all needed in some form.
    • Group 2 is more rational so there will be answers to these questions that can increase motivation and turn it around.
    • Group 3 is a question of investing resources to address the gaps and build the skills. Not always cheap or simple, but logical
  • 1. Emotional: resistance based on real or perceived threats

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