The Power of Moments
How can you provide your clients or staff with unforgettable moments?
Author(s): Chip Heath, Dan Heath
Publisher: Simon & Schuster
Date of publication: 2017
Our lives are marked by unforgettable moments. Some are purely fortuitous—encounters, incidents, etc. that change our life. Others stem from the deliberated actions of a company intent on winning our loyalty by creating a deep and durable imprint on our memory. Because it is possible to have an effect on the experience lived—and perceived—by a client or an employee, by punctuating it with carefully calibrated moments. This is what this book demonstrates through numerous examples.
How can you ensure you will leave a positive memory? The authors suggest four tactics: create a “pleasant surprise” in the daily life of your customers or staff; trigger their awareness; create a sense of pride; or enable them to share a moment of camaraderie. The common element across these four approaches is their play on the cognitive drivers of our memory, which are decoded here.