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Just like a chain is only as good as its weakest link, a product or service is only as good as they are when they malfunction or break.
We all are programmed to focus on the winning streak, skyrocketing valuation, and great success. What is more instructive and enlightening is to observe what happens during the rough times.
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From a customer's standpoint, the reputation of a company is made or broken during the time there is a problem or a crisis.
If a faulty product or service results in endless customer care calls that lead nowhere or jumping legal loops, then the customers will take their business to some other company.
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Leaders who are at the helm during pandemics, natural disasters, wars, economic crises are the ones which handled the turbulent waters with their grit and resilience.
An empathic leader who provides reassurance, comfort and security during times of uncertainty is the one to bank on.
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Our worst day is a chance to show our best qualities, and to stand out.
What we do during the times of turmoil and crisis cannot be faked. It’s when the real ‘us’ is out there in the open, for all to witness. One cannot stall or cook up an excuse when the problem is up close and personal. Our plans, preparations and behaviours show how much we care for our loved ones, and the people who depend on us.
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The spiral of silence is a human communication theory developed by Elisabeth Noelle-Neumann in the 1960s.
The theory explains how societies form shared opinions an how we make deci...
According to the theory of the spiral of silence, our desire to fit in with others means we will speak up if we think our opinion will be popular, or avoid expressing an opinion if it is unpopular.
The feedback loop means each time someone voices a popular opinion, the positive feedback from the group reinforces the feeling that it is safe to do so. Conversely, receiving a negative response for a divergent opinion will strengthen the view that they should avoid expressing it.
In both children and adults, being in ‘play mode’ is an essential and overlooked factor in the quest to learn about our surroundings, discovering our capabilities and finding new information. Not h...
When we take away the mind's impositions, restrictions, boundaries and the preset rules of how things should be, we can relook, dismantle and reform anything including how numbers and letters are represented or structured.
Understanding probability will help you get a more correct picture of the world and help you make better decisions.
Most of us fall prey to the same handful of issues beca...
When two event are interconnected, the former happening increases or decreases the probability of the latter happening.
In Naked Statistics, Charles Wheelan explains: “A different kind of mistake occurs when events that are independent are not treated as such . . . If you flip a fair coin 1,000,000 times and get 1,000,000 heads in a row, the probability of getting heads on the next flip is still 1/2. The very definition of statistical independence between two events is that the outcome of one has no effect on the outcome of another.”