{"id":162830,"date":"2026-06-10T16:56:46","date_gmt":"2026-06-10T16:56:46","guid":{"rendered":"https:\/\/digitionary.com\/dictionnaire\/symmetry-of-attention\/"},"modified":"2026-06-10T18:16:31","modified_gmt":"2026-06-10T18:16:31","slug":"symmetry-of-attention","status":"publish","type":"dictionnaire-dico","link":"https:\/\/digitionary.com\/en\/dictionnaire\/symmetry-of-attention\/","title":{"rendered":"Symmetry of attention"},"content":{"rendered":"\n<p class=\"wp-block-paragraph\">The concept of &#8220;Symmetry of Attention&#8221; highlights the idea that the interaction between a company and its customers should be equivalent to that between the company and its employees. Leaders are thus called upon to develop strategies to implement a genuine managerial transformation, focused on a personalized approach to customer relations.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">The Symmetry of Attention concept originated within the Accor group in the early 2000s, describing an innovative initiative in one of its subsidiaries. Jean-Jacques Gressier, then head of the Accor Academy, which later became the Service Academy, positioned it as a cornerstone of the methodology aimed at enhancing both customer and employee experience.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">This set of principles resonates particularly strongly in Vineet Nayar&#8217;s book, &#8220;Employees First, Customers Second,&#8221; published in 2010 and a global bestseller. The book emphasizes the essential transformation of leaders to embody this approach.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">Since then, the concept has generated increasing interest, fueling numerous research projects and publications. It has even given rise to a manifesto and a label called &#8220;Happy Team, Happy Customers&#8221;.<\/p>\n","protected":false},"template":"","categories-glossary":[312],"class_list":["post-162830","dictionnaire-dico","type-dictionnaire-dico","status-publish","hentry","categories-glossary-crm-customer-relationship"],"_links":{"self":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/dictionnaire-dico\/162830","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/dictionnaire-dico"}],"about":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/types\/dictionnaire-dico"}],"wp:attachment":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/media?parent=162830"}],"wp:term":[{"taxonomy":"categories-glossary","embeddable":true,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/categories-glossary?post=162830"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}