Indian Pharmaceutical Industry | Dezin Consulting

Indian Pharmaceutical Industry | Dezin Consulting


Dezin Consultant assists leaders in honing their leadership skills, fostering innovation, and adapting to the ever-changing regulatory and market dynamics. The Indian pharmaceutical industry faces numerous leadership challenges, and Dezin Consultant is here to help navigate their way to success. Overcome challenges and lead your organizations to thrive in the fast-paced and dynamic market through https://www.dezin.co.in/blog-14-indian-pharmaceutical-industry-evolution-high-demand-for-better-leaders







Indian pharmaceutical industry has undergone significant reform in the last few years. The technological advances, the pandemic, and the overall revamping of the healthcare landscape have created a new surge in the industry- to evolve and do better. Quality leadership is integral to navigating the changing landscape, and the right time to start working on your leadership creed is now.

Quality leadership is the key to sustainable existence in the pharmaceutical industry in India. With advanced leadership development programs, a pharma company can hone its human assets and tap into the opportunities knocking on the doors. As per research by McKinsey, 30 percent of the leaders from top pharmaceutical companies across the world have participated in one or more leadership programs post-pandemic.

Indian pharmaceutical industry: where is the road headed to

The need for quality healthcare and a proactive approach to life science is critical. The industry is changing in terms of innovation of new drugs, rising competition as well as the quality of people joining the industry to explore their chances. If you want your organization to succeed and have quality talent, you must work on their skills and make them better leaders.

So, what are the major changes that the industry has undergone or is expecting:

Global recognition

Indian pharmaceutical industry is gaining global recognition. Although it has been a major contributor to the global medical industry, the Atmanirbhar campaign, and further established it as a manufacturer of quality medicines with heavily unexplored potential.

  • India provides for more than 60% of the global demand for different vaccines as well as ARV drug supplies. 
  • It handles more than 30% of the total medicine supply of UNICEF across the globe.
  • Over 60-80% of the UN total medicine sales is provided by India.
  • Indian medicines are also registered under the WHO’s pre-qualified list- 57% of APIs and 69% of FPP (Finished Pharma Products) 

New government initiatives

There are several government policies and acts that work in the favor of the pharma industry in India. The Patent Act 1970, The Drug Policy 1978, Hatch-Waxman Act 1984, and the 1991 Economic Reform are to name a few. The latest schemes launched by the government including the Production Linked Incentive (PLI) Scheme and the scheme on Promotion of Bulk Drug Parks have further promoted the Indian pharma capabilities and established India in the list of top leaders.

Indian pharmaceutical industry demands better leadership

As the industry continues to emerge, the need for quality leadership has become the key to sustainability and profitability. As great leaders, employees would enhance their careers while contributing to the success of your organization.

A true leader would help with an overall organizational reform, establishing the company in alignment with the globally evolving industry parameters. With the increase in functional and organizational capabilities, organizations would be able to induce overall development and thus gain profitability.

A credible leadership coaching agency offers enhanced leadership programs as per the structure of the companies which help them align their goals with the company’s objectives.


Is Pharma Business Coaching Worth the Investment?

Since the post covid situation, the world market has shifted drastically to new path, especially the health care sectors. Now, leaders have to figure out more engaging and unique ways to grow their business as people have shifted their major concern towards health and medicines. Ergo, the competition has definitely increased and will be increasing more in the upcoming years.

In this crucial time, there are some Pharma Businesses who are unable to keep up with the changing factors. Also, there are Start-Ups and MNC’s who are shifting their focus towards professional pharma industries. They all are aiming for one sole thing- to enhance their business.


     

The Question lies…

Is the Pharma Business Coaching Worth the Investment?

Why not see it for yourself?

In this competitive environment, one with the wisdom of marketing stats and experience over decades, is exactly the one leading their business at top in India.

Our Indian Pharmaceutical companies are emerging with new drug development and discoveries. With this the scope of evolvement in Pharma business has also emerged.

In this scenario, the business leaders or the business executives need a proper guidance for themselves as well as their organizations. So, where to get this guidance from?

The answer is simple!

Where do you go when you want to learn something? Definitely to the most resourceful and knowledgeful person, right?

Same way if you wish to go far ahead in your pharma business then you need a Coach!

Possibly you believe that engaging the services of a business coach is frowned upon. However, hiring a Business Coach to assist you with your company isn't disgraceful to the public at all. After all, it will improve your business, Period.

Your business will enhance if you hold in the time and effort necessary to accomplish the tasks allotted to you and agreed on by both of you. You will also benefit from attending coaching sessions, activities, and workshops and completing your devoted decisions and lesson plans by the negotiated dates.

The worse that may happen is that you wind up having a similar profit, and you'll have learned valuable leadership and entrepreneurship skills from us that you can retain forever!

Take a look at it this way-

Cricket players Virat Kohli and M.S Dhoni are indisputable world champions.

Consider this: Do you believe they will just go it alone and hope for the best? Without a doubt, this is not the case! No matter how big a player’s identity is, he would not reach that stage without a coach. Neither he can improve himself without a coach beside him. A Coach is like ‘Guru’ who shows the way through darkness into the light! The one who is capable of dispelling darkness is Guru.

It is an incomparable journey,

Where the Guru leads you

  • From the visible to the invisible,

  • From the material to the divine,

  • From the ephemeral to the eternal,

Being with the Guru means spontaneous integration of Life & wisdom.

Let no man in the world live in delusion. Without a Guru, none can cross over to the other shore.

Similarly, A Pharma Business Coach Plays the crucial role in your business and organization development!

Pharma Business Coaching Investment is really worth the money!

Who are Coaches?

Coaches are among those on their staff of professionals whose duty is to guarantee that they maintain their position as the finest in the world.

A coach is an essential component of every professional athlete's development. It is their responsibility to motivate them to work harder than they would otherwise (even when they don't feel like it) and to assist them in achieving objectives that might otherwise seem unattainable.

So, why shouldn't we treat business coaches in the same way?

The truth is that everyone at the top of their field, whether they are sports, actors, or business people, needs a coach's assistance to enhance their overall performance level.

Simply said, in the world of business, instead of breaking balls on the court, you shatter commercial agreements in the boardroom.

It is possible that even if you are one of those individuals that are entirely on board with hiring a business coach and recognizes the benefits, you are still unsure if it is really worth the investment of time and money for your company.

Sales coaching is essential!

It takes a particular kind of person to become a sales manager – and a more distinctive one to succeed. Most sales managers realize they have to push their team performance if they ever want to achieve a goal.

Solely, only one sales manager just cannot accomplish a team objective. However, sales managers frequently strive to achieve the target. They use immense techniques to gain deals for organization.

Sales Coaching objectives and benefits:

The primary goals of sales coaching are:

  • Speed up Organization Growth

  • Increase in Profit

  • Immense Employee Engagement

  • Enhance the overall outcome of the Business.

All goals are extremely essential, since they provide the real advantages of sales coaching, yet most managers just concentrate on outcomes.

"Of course, hiring a business coach is a good investment of both time and money."


Dezin’s Approach towards this cause:

Dezin Business ICF Certified (ICF- PCC) Coaches have experience for more than a three decade. We have a variety of Business Coaching Services to offer

Following are included:

  • C-Suite Coaching

  • Leadership Coaching

  • Pharma Business Coaching

  • Executive Coaching

  • Medico Marketing and Medical Writing Services, etc.

Our coaches have the most effective ways to deal with numerous issues at Organizational level.

We are the best in India with a portfolio of our services devoted solely for the betterment of Indian Pharma and Health care industries.

Those willing to put in time and effort will eventually benefit the most from our well-structured and well-tested business coaching curriculum.

Consequently, in this post, I will discuss the time and financial commitments that you will be required to hire a business coach to help you choose whether or not it is worthwhile for you and your company.

FACT THAT YOU MUST KNOW!

With so many businesses vying for the same market share and so little distinctions between product, the fate of a company is frequently determined by the competence of the commercial teams who work behind the scenes to promote the product. In the unfortunate reality that throughout difficult economic times, instead of investing in the establishment of these teams, this critical sector is often overlooked in an attempt to "save money and time."

A company's failure to achieve product sales goals, for example, may have severe repercussions, including the failure to reach the very product sales targets that had been set.

As a result, what measures may be taken by an organization to ensure that employee development continues even during periods of downsizing? Making it possible for all managers to turn towards extremely effective business coaches is one of the most straightforward and successful methods available. Line managers are defined as anybody who is responsible for direct reporting, regardless of their position within the organization.

What does it cost to hire a business coach?

  1. Before you can determine whether or not hiring a business coach is a good investment, you must first understand what you are getting yourself into.

  2. The fact that a competent business coach will assist you in earning much more money for your company than they will cost you to employ is very significant at this point.

  3. As a result, it should be considered an investment rather than an expense.

  4. However, this does not take away from the reality that you need to spend on it in the future. In addition, you must choose whether or not it is the best use of your money and whether or not it would be beneficial to your company.

  5. Although the price range is extensive, this is partly because business coaching encompasses such an extensive range of services and participation that it is difficult to compare similar services side by side.

The following are two of our most popular services:

Coaching individually: Customized programs for you and your management team, developed with your present company situation and long-term objectives. Nonetheless, one of the essential things to know about coaching programs is that there is a program for everyone, no matter your financial situation or your company's stage. If you are ready to move quickly and have the financial means to do so, a 1:1 coaching arrangement may be the best choice for you. However, suppose you are aware that you require outside professional assistance but are not ready to commit to a monthly output in the thousands of pounds. In that case, we still have options that will allow us to collaborate and move your company forward.

What kind of time commitments, a business coach has?

There are no quick cuts to achieving success.
I'm well aware that I'm already preaching to the choir.
However, the reality is that you are most likely so preoccupied with the day-to-day operations. You find it difficult to devote sufficient time to studying the larger picture. Not to mention that it takes time to learn and practice the mandatory strategies for business growth. Managing a company and your personal life at the same time is not always a skill that everyone has.

Does this sound familiar?

Business coaches may assist with a wide range of company operations elements, including sales and revenue, branding, personal development, team development, advertising, business growth plans, and many other facets of running a business.

  • What's terrific about this is that they've already gone through the process of learning for you.

  • Engaging a business coach assists you in accelerating your business to maximize the profit and value of your company.

  • Essentially, you are gleaning their knowledge and putting it to use in your own company's operations.

  • Employing a business coach will save time in one regard by condensing decades of knowledge and expertise with few hours of coaching.

  • Engaging with a business coach does need a time commitment since they do not do you.

  • You will be required to attend the coaching sessions and set aside time to put your newfound knowledge into action. Still, they will assist you in being more effective and productive with your time.

  • They will ensure you do not spend more time than necessary and do not become a burden.

  • The time commitment required to engage a business coach will vary depending on the program you choose to participate in.

We provide detailed business coaching to your organization, One-time coaching and strategy sessions, along with staff and individual orientations to guarantee that you and your company are operating toward the correct objectives.

Other one-to-one coaching plans involve several monthly sessions delivered across a least 12 months, which we offer as an option.

So, are business coaches a worthwhile investment of both time and money?

Yes, it is true! Lots of business trainers are a waste of time and money, especially in the beginning.

However, it is critical to recognize that many business coaches are more concerned with intangible advantages than adopting proven frameworks to help a company develop. We are so optimistic about our demonstrated coaching system's ability to help you accomplish outstanding outcomes that we are willing to provide a 6-month money-back guarantee.

It ensures that if your company's gross profit does not rise by at least the same amount as the money you have spent after six months of the program, we will reimburse you for the difference.

You have nothing to lose by trying it out.

Is it, then, worth the time and effort?

Business coaching is similar to most other endeavours in that you reap out whatever you sow in.

It is not a quick fix to success, and it does require a significant investment of time and work. However, it will assist you in growing your company beyond what you believed was feasible on your own.

You and your company must determine whether you are willing to prioritize what it will take to accomplish your objectives.

Is it, however, worth it? Yes!

As long as you are ready to put in the necessary time and effort, we can assure you that choosing us as your business coach will be a worthwhile investment of both time and money on your part.

Suppose this seems like something that you and your company might benefit from, hire a coach. There are many different choices accessible, and there is no one size fits all solution. Everything is customized to meet your specific requirements and time commitment.

To Sum it up!

To summarise, working with a business coach will need you to spend time away from your company to concentrate on your company. However, the astonishing thing is that it may save time by expediting your knowledge acquisition and improving your productivity and efficiency, enabling you to adopt a tried-and-true method that we are confident will be successful in your endeavours.


PHARMA BUSINESS COACHING


Leaders are born, not created, as the saying goes. However, this isn't entirely true. If that were the case, we would not have discovered numerous examples of successful entrepreneurs who have built multi-billion-dollar enterprises from the ground up, business leaders who have transformed dying companies into billion-dollar enterprises, or social activists who have brought revolution and changed the course of society.



True, some individuals are born with leadership talents, while others acquire these skills via trial and error along the way to becoming outstanding leaders.

Regardless, all leaders have one characteristic in common: they are on a lifelong learning journey.

The pharma business is experiencing tremendous development and advancement at a rate that has never been seen before. Well, Dezin is here to save the day. The Pharma Business Coach at Dezin is an expert and experienced pharma business coach who will help you develop and nurture your skills and grow your business effectively.


What Dezin has in its Arsenal to offer you?

Dezin is the leading Pharma Business Coaching Organization in the industry, with capabilities that may help you define your career and prepare you for future challenges.

  • With a team of experts in Pharma Business Coach, we can provide a great combination of industry knowledge; pharmaceutical business Coach is expertise in mentoring, coaching and counselling.

  • Our knowledgeable trainers guarantee that you develop, accomplish your objectives, and get the most out of your money.

  • We can also assist you in developing plans to adapt to market changes and expand your business globally.

  • Our specialists have received recognition from several international organizations for their contributions to their respective areas.

  • Your organization's capabilities and prospects in the market that fits you are two variables that may influence your company plan. We can assist you in cutting expenses and focusing on the appropriate investments.

  • With us, you'll be more prepared and equipped to cope with your challenges. You will see significant changes in yourself as well as tangible outcomes in everything you undertake.

  • We believe in assisting people and organizations in realizing their objectives and then making it feasible to accomplish their goals in an organized manner.

  • The pharmaceutical sector is now being put to the test in a regulatory and commercial climate that is rapidly changing. So this is why, throughout the process, we offer specialists and specialized advice to guarantee that you accomplish your objective and see obstacles as opportunities for development. There is a considerable danger of substantial loss if you operate without the proper business strategy and thorough due research.

  • Our Pharma Business Coaching specialists may meet with you to help you develop a successful plan for positioning your business on a growth trajectory. It's time to step up your game and, with our assistance, achieve your objectives.

  • You will learn how to create new strategies for your business and set more effective long-term objectives for your organization, which will ultimately lead to better success for the organization as a whole.

  • Having the practical guidance of our Business Coach may lead to a more positive work environment for your workers, and it could also increase the profitability of your business. You will develop self-assurance and self-awareness as a result of this programme.

We are driven by a desire to grow and enable individuals to help them become the most outstanding performers in their respective professions. The idea that a person may make a big difference amongst accomplishments and failures when equipped with the most recent information and a comprehensive understanding is lovely and inspirational.

WHAT IS THE ROLE OF A LEADERSHIP COACH?

  • A leadership coach encourages people to learn from their mistakes. Most individuals can only learn, develop, and change if they have the appropriate set of experiences and are willing to learn from those experiences.

  • A good leadership coach would constantly assist their coachee in reflecting on previous events and determining what went well and what did not go well. The coach encourages hands-on learning via role-playing.

  • Coaching equips leaders with the tools and resources they need to accomplish a great job. Coaches create a mutually beneficial connection with their clients that allows them to discover hidden assets and flaws in the leader.

  • The alarming leadership development statistics in a survey indicate that 71% of businesses believe their present leaders cannot lead their organizations into the future. Organizations are adopting a coaching programme to improve the performance of their leaders to counteract these numbers.

  • Your company's success is dependent on the effectiveness of your leadership. After all, it is strong leadership that determines the course of an organization. Each coaching session you attend helps you develop as a person and has a positive impact on your whole business.

  • To be a successful leader, you must constantly be learning, unlearning, and relearning new skills. Not just one, but many abilities. You must be a people person to succeed. Recognize the shifting nature of business dynamics. Develop an in-depth understanding of business economics. Maintain high ethical standards at all times while without compromising on commercial interests.

  • Prioritize the interests of the company above personal interests. Remove yourself from any personal prejudices.

  • Change and evolve in response to the times. Those who are unable to adapt to modern times should not be held responsible by their consumers.

As time goes on, workers and society as a whole are becoming more aggressive in their positions. There are a variety of possible explanations for this. Because of this assertiveness, new difficulties are being faced by those in positions of leadership. Workers used to believe or obey anything their boss stated as gospel truth, which was the case for many years. Employees must now be persuaded or reasoned out of their current course of conduct by their superiors or managers. Many leaders are unwilling to embrace these new realities, which is a problem across the world.



Leadership Development Services in India


It is difficult to break through old habits and develop a fresh viewpoint unless the mind has been trained to constantly and deliberately absorb new things. A person may learn in various ways, including inadvertently, experientially, and gradually, but a robust leader approach learning consciously at all times. So, to thoroughly train the mind for continual learning and adaptation to new viewpoints. It is necessary to break away from a comfort zone mentality, let go of personal biases, and acquire a fresh perspective in business and employees to progress in your leadership career.

  • A person's behaviour, thinking process, and moral values determine whether or not they are a leader from the very beginning. Effective leadership takes centre stage in whatever area these individuals operate in, and they execute as if they were competent leaders.

  • However, as we previously said, a person's behaviour changes over time as their knowledge changes, their cognitive approach or worldview model transformations, and a shift in their value systems occur.

  • As a result of these shifts, some specific individuals were not effective leaders at the outset but have transformed into influential leaders over time.

The Pharmacy sector is confronted with enormous difficulties, and the factors pushing change are only increasing in number.

The difficulties come from many directions: payment and payer mix, state intervention, advancements in medical advances, network security changes, an ageing population of patients, industry consolidation, complicated medical connections and continuous difficulty in attracting top personnel.

There is no silver bullet to assist pharma executives in dealing with all of these pressures. At times, it seems that the essential talent is the ability to deal with adversity.

However, we have found that when pharmacy executives and their teams learn an essential skill — the capacity to coach their people – they have a tremendous tool for improving outcomes and accelerating transformation. Developing coaching abilities is not the only solution, of course. Still, they are an essential piece of the jigsaw that is easy to acquire and significantly affects the outcome.

We describe coaching as a conversation that, in most cases, includes substantial questions that provide insights that help people perform better. A competent coach assists others in identifying innovative approaches to problems and achieving better outcomes. As opposed to prescriptive discussions, coaching enables individuals to discover alternatives that are compatible with their styles. It also assists kids in solving issues on their while simultaneously gaining new skills. Influential leaders and managers utilize coaching as a fundamental strategy to improving performance and developing individuals when the situation calls for it.

Many Pharmacy Organizations understand the importance of coaching. As a result of the Center for Executive Coaching's rapid expansion, Pharma professionals – including C-level executives, human resources directors, and physician leaders – have become the fastest-growing section of our membership.


The following are five reasons why learning to coach affects people's lives:

  1. Assisting individuals in dealing with their feelings of overload and numerous priorities.

    To put it another way, Pharma leaders, managers, and front-line workers are entirely overburdened.

    • Due to the large number of strategic projects to implement and daily fires to put out, there is seldom enough time to complete all that needs to be done. Stress, feelings of overload, and decreased productivity may result from it.

    • Coaching is beneficial. Directors and managers may educate their direct reports on remaining focused on the essential objectives, establishing limits, and keeping their teams aligned and focusing on the most critical things in their organizations.

    • Coaching also aids in the discovery of underlying causes and solutions to problems that eat away at one's productivity and time.

  2. Nurture and Develop Talent.

    Coaching is one of the most effective methods for developing the potential that is now accessible. Many Pharmacy Companies are understaffed concerning executives who can assist the company in growing or implementing essential projects. Furthermore, many companies suffer from a high degree of unpredictability in their managers' ability to engage their employees and produce consistent outcomes.

    • Pharma executives who learn to coach will better develop organizational capacity and achieve consistent outcomes across units.

    • In contrast to the conventional command-and-control style of management, coaching is about developing people rather than telling them what to do and how to accomplish it (as is the case with most traditional approaches).

    • Coaching empowers individuals to think for themselves and act proactively to address their issues. They grow increasingly self-sufficient as time goes on. They learn to take the initiative and exercise leadership abilities to deal with challenging situations.

    • In its most precise form, coaching assists executives, managers, and their teams in more efficiently solving issues. It is often difficult to get things done in healthcare systems. It seems like no one wants to say "yes" to an idea, while any one person may say "no" and effectively prevent the concept from going ahead at all if they so want.

  3. Pharma industries with a business coach result in more remarkable achievements.

    Organizations that have coaching as a core competence, on the other hand, encourage workers to keep coming up with ideas, to get stakeholder approval, to know when to seek help from above in order to keep the momentum continuing, and then to put those ideas into action in order to achieve outcomes. A growing number of six-sigma coaches are being educated in companies to assist with discovering and expediting solutions that will enhance productivity, patient happiness, and the quality of care delivered.

    When coaching is recognized as a skill that leaders and managers possess for developing talent, everyone benefits from the experience. The team member benefits because they gain new knowledge, talents, and abilities. The leader-coach wins because they spend less time addressing problems that others can solve – allowing them to devote more time to more strategic concerns resulting from their efforts. Finally, the organization gains from the development of a more robust backbone of middle managers and a pipeline of leaders who are ready to go up when the situation calls for it.

  4. Pharma Leaders are an exception to the rule when it comes to Nurturing talent.

    • Pharma leaders represent a unique situation in which cultivating skill is necessary. In many pharma healthcare systems, doctors are transitioning from medicine to the management of the system.

    • Unfortunately, very few have had formal leadership or management training. Many people have significant blind spots that cause them to perform poorly, irritate their coworkers, and reduce productivity.

    • Coaching is an effective tool for assisting medical leaders in being more conscious of their personalities and how they connect with others and making decisions that will enhance their capacity to execute and collaborate with others in a productive manner.

    • While it is frequently beneficial for health systems to employ external coaches to assist physician leaders, this is not always sufficient in some instances. Executives may use coaching to help medical leaders think in new ways about the best approach to deal with various circumstances and continue their professional development and growth.

    • Employees do not quit poor companies; instead, they leave lousy bosses, according to popular belief. Consequently, increasing employee engagement requires more than simply responding to yearly team member surveys to impact positively. It necessitates managers who understand how to engage their employees in a genuine and personal way.

    • These measures result in increased team member loyalty as well as a better reputation as a preferred employer.

  5. Assemble groups of people who are all pulling in the same direction.

    In many Pharma Organizations, teams are not as well-aligned as they might be. Team members often have divergent objectives and differing degrees of devotion to the team's goals.

    • Those in positions of leadership and management who are skilled in coaching may help their teams, both individually and collectively, have open and honest discussions about what is needed for team success.

    • Genuine employee involvement occurs one at a time, one person at a time. The most effective managers engage workers through building personal relationships with each employee, selecting the best leadership approach for each individual, providing frequent feedback, recognizing employees for their efforts, and assisting employees in their professional development.

    • During one team coaching activity, for example, team members are taught to provide candid criticism and suggestions about how the team may improve and how individual members of the group can make more positive contributions.

    • Team members also learn how to accept and react to advise constructively and cooperate to move ahead in new and more successful directions.

  6. Establish a culture that is open to and capable of implementing changes.

    Finally, coaching abilities are necessary for large-scale cultural change to occur. When CEOs want to see improvements in their organizations, they must lead by example and model the changes they want to see.

    To do this, they must cooperate and coach one another on the essential habits and behaviours that they wish to see in one another, among other things.

    • From there, cultural change cascades down the company in the same manner as chocolate cascades down a bouncy castle, transforming the organization from one level to the next.

    • Executives and managers who are skilled in coaching may utilize their coaching abilities to assist the next level in thinking about the changes that need to occur and developing their insights into how to embrace and model the changes.

    • They may also train managers on the proper messages to convey in order to ensure that they are all on the same page and communicating in the same manner.

CONCLUSION

Regrettably, few executives in the pharma industry have received formal training on how to engage and motivate their people to achieve results. Many of them come from medical backgrounds and have never had the opportunity to acquire managerial skills. Others have learnt from wrong role models and have no one else to look up to for inspiration.

New and even veteran managers may benefit from executive coaching skills, which can help them enhance their abilities to engage better and mobilize their employees. At the Center for Pharma Leadership Coaching, we offer a holistic approach to coaching managers to become better at creating successful, motivated teams of exceptional individuals.

Managers who understand how and when to coach, on the other hand, are more likely to create a team that is engaged. Coaching entails paying attention to, engaging, and recognizing the other person's abilities. Coaches also take the time to get to know their workers and team members, learning about their goals, motivations, and individual skills and styles. These are characteristics that are known to increase customer engagement and loyalty.













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