A sudden loss that upends the certainties of your life. But is that true? Must our defining moments just happen to us? What if every organization in the world offered new employees an unforgettable first-day experience? What if every student had an academic experience as memorable as prom? We can be the designers of moments that deliver elevation and insight and pride and connection. A thorough case study: transforming customer experience in an American airport. How a major pharmaceutical group used personas to redesign its customer experience.
Nous vous remercions par avance pour votre collaboration. Manageris produces synoptic content for executives and managers on management and strategy , and has developed "On-the-job learning" solutions intended to change managerial behavior and reinforce the quality of leadership.
FR EN. The art of creating memorable moments What makes some moments more memorable than others? To impart a few unforgettable moments in your customer and staff experience, consider these three pieces of advice: - Think of the timing : some moments are naturally more worth highlighting. Synopsis n.
To find the best ideas on this subject, we recommend the following publications: The Power of Moments Chip Heath, Dan Heath How can you provide your clients or staff with unforgettable moments?
Those moments stick to memory, and all that moment-by-moment sweatiness and irritability fades out. And what we found is that there are four elements that recur again and again. The first is Elevation. These are moments that lift us above the everyday—they spark positive emotions like joy, delight, and engagement.
So think of birthday parties, athletic competitions, cocktails with friends at sunset. The second is Pride—these moments capture us at our best. The third is Insight. These are moments that rewire our understanding of ourselves or our world—think of epiphanies and realizations and aha moments. And then finally, these memorable moments tend to be moments of Connection, moments that tie us to other people.
They work on something really big or important, and find themselves stitched together for life. So think of product launches, or deep conversations with someone that you respect.
Jordan: You [talk] about the idea that cultures and societies have these moments, too. In Western culture, things like birthdays, funerals, and weddings happen kind of organically.
Dan: You can learn a lot about a culture from what it celebrates. We blow a lot of money on flowers and food, and we obsess about the playlist. Even in the poorest places on Earth, families will save for months, if not years, to make that wedding day special.
Instead, they suggest giving spontaneous and frequent recognition of a job well done, making sure feedback is honest and personal and involves objective measurements—like reaching a work goal or adding to the kindness quotient at the office. Positive moments are not the only ones that stick in the mind. In fact, research suggests that negative experiences—like making a huge mistake at work or blowing the first date with our dream partner—tend to stand out even more than positive experiences.
Is it possible to turn these into peak experiences? Yes, if we gain insight from them, say the Heaths. Though we may be tempted to beat ourselves up for failing at something, failure can be an opportunity to dig deep and to uncover lessons about our strengths and weaknesses. What can we do? Who can we be? What can we endure? Another tool they recommend is writing a gratitude letter to someone who has impacted your life in positive ways.
0コメント