Chip Heath

The Power of Moments

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The New York Times bestselling authors of Switch and Made to Stick explore why certain brief experiences can jolt us and elevate us and change us—and how we can learn to create such extraordinary moments in our life and work.
What if a teacher could design a lesson that he knew his students would remember twenty years later? What if a doctor or nurse knew how to orchestrate moments that would bring more comfort to patients? What if you had a better sense of how to create memories that matter for your children?
Many of the defining moments in our lives are the result of accident or luck—but why would we leave our most meaningful, memorable moments to chance when we can create them?
This book features captivating stories of people who have created standout moments: The owners who transformed an utterly mediocre hotel into one of the best-loved properties in Los Angeles by conjuring moments of magic for guests. Relief workers…
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294 printed pages
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Quotes

  • Kuanysh Idrissovhas quoted4 years ago
    A study of service encounters asked customers to recall recent satisfying and dissatisfying interactions with employees of airlines, hotels, or restaurants. Almost 25% of the positive encounters cited by customers were actually employees’ responses to service failures: slow service, mistaken orders, lost reservations, delayed flights, and so on. When employees handled these situations well, they transformed a negative moment to a positive one. Every great service company is a master of service recovery. (An executive of a company that builds custom homes shared with us an insight from his customer satisfaction data. To maximize customer satisfaction, he said, you don’t want to be perfect. You want to get two things wrong, have the customer bring those mistakes to your attention, and then hustle like mad to fix those problems.

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