Search results for: 'Emociones'
Seis pasos hacia una empresa omnicanal MK2-152-M
The customer journey is a 6-stage process that follows a potential customer through every touch point they have with your brand.
The six stages are: Awareness; 0 Moment of Truth (0 MOT); Evaluation; 1st Moment of Truth; 2nd Moment of Truth and Loyalty and Advocacy. In this multimedia students will be shown a potential customer experience each of these stages as she goes in search of a little black dress. Along with this, they will read a detailed explanation of both how to ensure any customer is kept happy in that stage, and which digital channels you can use to target them.
They will complete the multimedia by completing a customer journey mapping exercise on a downloadable excel, where they have to predict the emotions felt and the channels required in each stage of the customer journey.Academic Area:Marketing & Communications
ABB y Galindo: Ganando la Paz (B) RH1-148-B
Part B of this case goes beyond the organizational problems of the restructuring described in part A, and addresses the personal situation, commitment and management of the emotions during the mentioned process. This part goes into details of how Esther decided to go above and beyond in many aspects to help resolve the personal situation of workers and managers alike with the best of all of their abilities.Academic Area:Human Resources | Negotiation
Un caso de Coaching: Daniela Rabadan (A) CO1-250-A
Daniela is looking for help for the conflicts she is going through in her interactions. Given that she's afraid of self-affirmation, which she associates with a loss of affection for others, her intelligence for interpersonal relationships is weakened. She is afraid to become undervalued, and hence doesn't put herself in value, and as a consequence suffers by not being valued by others. With Daniela we can see that it is not possible to understand other's behavior without understanding the concept that others have of themselves. Self esteem is a basic need to function and improve all of our capabilities. As a result of low self esteem, we see that emotions such as anger and fear dominate the interpretation of reality that Daniela has for decision making, instead of calm, peace or joy.
The student, after going through the case, is faced with the challenge of filling the boots of Daniela's coach, and to offer their approach to help the coachee with her process.Academic Area:Organisational Behaviour