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Fear
This brings us to the second point: fear. Many brands and many organizations are led by fear. Many brands will not understand the organization of Tomorrowland, because they are led by fear. They are indeed afraid of a decrease in ticket sales if you offer everything online for free. The organization of Tomorrowland is not. They are convinced of their own concept and are not led by fear.
Another good example is a florist who gives a 10-day bloom guarantee on all bunches of flowers he sells. On the switzerland telegram data one hand, he is convinced of the quality of his product. On the other hand, he would also rather hear if flowers have finished blooming earlier. He can then take action on this. In this way, he provides service to customers, while without the guarantee they might never have returned because of dissatisfaction. This florist wants to enter into a conversation with his customers in the hope that they will continue the conversation for him. Steven looks at organizations and looks at the extent to which internal and external stakeholders enter into a conversation about the organization.
People are a strength, not a threat
Many organizations are afraid of negativity and therefore form their policy based on this fear. On the one hand, to deter, just like in the classroom in the past. Teachers who make an entire class stay behind after school, while only two students have misbehaved. On the other hand, such a policy is often based on the principle that the one who shouts the loudest is helped first. This is no different on many social media channels, where a magnifying glass is often placed on negative reporting. These types of messages are the first to be retweeted. A fail is so easily given. How should you deal with this as an organization if you should not be guided by fear?
According to Steven, the impact of the 'hate smurfs' is overestimated. People who complain about a company without good reason often do this at work and in relationships with others. The reliability and reputation of the sender should be examined more closely. These types of messages should certainly not be ignored, but it is important to ask for more background information from these people. At some point it has to stop. If someone keeps going on and on, it is wiser to stop the discussion, ask for understanding for each other and acknowledge that there is a difference of opinion.