{"id":52530,"date":"2026-04-20T15:41:58","date_gmt":"2026-04-20T15:41:58","guid":{"rendered":"https:\/\/digitionary.com\/glossary\/symmetry-of-attention\/"},"modified":"2026-04-20T17:19:32","modified_gmt":"2026-04-20T17:19:32","slug":"symmetry-of-attention","status":"publish","type":"glossary","link":"https:\/\/digitionary.com\/en\/glossary\/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},"excerpt":{"rendered":"<p>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. The Symmetry of Attention [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"menu_order":0,"template":"","meta":{"wds_primary_glossary-categories":0,"footnotes":""},"glossary-categories":[82],"glossary-tags":[],"class_list":["post-52530","glossary","type-glossary","status-publish","hentry","glossary-categories-crm-customer-relationship"],"_links":{"self":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary\/52530","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary"}],"about":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/types\/glossary"}],"author":[{"embeddable":true,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/users\/1"}],"version-history":[{"count":0,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary\/52530\/revisions"}],"wp:attachment":[{"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/media?parent=52530"}],"wp:term":[{"taxonomy":"glossary-categories","embeddable":true,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary-categories?post=52530"},{"taxonomy":"glossary-tags","embeddable":true,"href":"https:\/\/digitionary.com\/en\/wp-json\/wp\/v2\/glossary-tags?post=52530"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}