Breakthrough Loyalty: The New Normal Requires New Thinking about Human Motivation and Behavior
The game has changed. The paradigms that brought success in the past will not bring success in the future. The uncertainty spurred by the economic crisis and recession has intensified the need to ensure your valued customers, employees and sales partners stick with you.
People’s relationship with business has changed, and too many businesses are caught with an outdated set of assumptions on what makes people tick. Peter Drucker described business as a social institution and management as a social discipline. All social disciplines are anchored in assumptions about human behavior (Drucker, 1999). In this paper, we challenge prevailing assumptions about human motivation and behavior. We propose that an evolved set of principles, anchored in the latest research in neuroscience and the human sciences, are needed if we are to create truly loyal relationships. Those who invent new paths for loyalty must begin with an updated set of assumptions about people and how they relate to business.
Author:
Mary Beth McEuen, Vice President, Executive Director, The Maritz Institute
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