Примечания
1
https://www.insiderintelligence.com/content/how-brand-loyalty-disappearing-what-do-about-sponsored-content
2
https://www.adidas.ru/wanderlust/meditate-with-alli
3
https://www.runtastic.com/blog/en/self-esteem-women-sports/
4
https://www.campaignlive.co.uk/article/case-study-always-likeagirl/1366870
5
https://www.smartinsights.com/digital-marketing-strategy/campaign-of-the-week-how-to-make-a-marketing-campaign-like-a-girl/
6
Biohacking Your Brain’s Health – бесплатный курс о методах максимального улучшения состояния мозга с помощью питания, упражнений, медитации и сна. https://www.coursera.org/learn/biohacking-your-brains-health?action=enroll
7
Mayer J. D., Salovey P. What is emotional intelligence? // Emotional development and emotional Intelligence: Educational Implications / Ed. by P. Salovey, D. Sluyter. New York: Perseus Books Group, 1997. P. 3–31.
8
Clarke, N. (2010). Emotional intelligence and its relationship to transformational leadership and key project manager competences. Project Management Journal, 41(2), 5-20.
9
David C McClelland, Identifying competencies with behavioural event interviews. Psychological Science, 9(5) 331–340, 1998.
10
Kathleen Cavallo, PsyD, Emotional Competence and Leadership Excellence at Johnson & Johnson: The Emotional Intelligence and Leadership Study, CREIO 2002.
11
The Business Case for Emotional Intelligence Joshua Freedman: https://www.academia.edu/1293046/The_Business_Case_for_Emotional_Intelligence
12
https://employers.hosco.com/blog/emotional-intelligence-for-hospitality-leaders
13
https://www.consumerreports.org/cro/magazine/2015/07/the-problem-with-customer-service/index.htm
14
Мартин Селигман. В поисках счастья. Как получать удовольствие от жизни каждый день. – Манн, Иванов и Фербер, 2011.
15
https://trends.rbc.ru/trends/education/5f3a392e9a79472c845f951b
16
https://www.recursosdeautoayuda.com/ru/escucha-activa/
17
https://www.theglobeandmail.com/report-on-business/comma-quirk-irks-rogers/article1101686/
18
https://hubstaff.com/tasks/state-of-remote-project-management
19
https://www.superoffice.com/blog/response-times/
20
https://info.microsoft.com/rs/157-GQE-382/images/EN-CNTNT-Report-DynService-2017-global-state-customer-service-en-au.pdf
21
https://www.business2community.com/strategy/fight-call-center-burnout-and-sky-high-turnover-rates-3-omnichannel-technology-trends-to-adopt-to-simplify-your-call-center-agent-experience-02333618
22
https://www.weforum.org/agenda/2016/01/the-10-skills-you-need-to-thrive-in-the-fourth-industrial-revolution/
23
https://sberuniversity.ru/upload/iblock/7b6/EduTech_36_web.pdf
24
Томас Фридман. Плоский мир 3.0. Краткая история XXI века. – АСТ, 2014.
25
https://internetretailing.net/themes/shoppers-opt-for-speed-when-calling-on-customer-support-study
26
https://hbr.org/2011/03/the-short-life-of-online-sales-leads
27
Listen to the customer / Acknowledge the problem / Take action and solve the problem / Thank the customer / Explain what you did. https://www.forbes.com/sites/micahsolomon/2017/11/19/thanks-a-latte-how-to-fix-a-customer-service-failure-per-starbucks-marriott-and-me/?sh=3893eab6462a
28
https://www.sciencedirect.com/science/article/pii/S2666956022000368?via%3Dihub; https://neurosciencenews.com/gaming-brain-activity-21016/
29
https://www.cnbc.com/2020/11/27/google-tackling-mental-health-among-staff-with-resilience-training.html