Be Different or be dead

June 14, 2012

Why a ‘high definition’ moment is critically important to your business

Source: Unsplash

Why a ‘high definition’ moment is critically important to tour business.

A high definition moment is an interaction between a customer an an organization that is jam-packed with emotion

HD moments either leave your customer breathless or pissed-off. Gasping or in pain. Dazzled or postal. They are vivid in terms of the feelings that are created between person and company.

They are of such high resolution that the picture of what you are experiencing is easy to describe and relate to others (both good and bad news depending on the outcome).

HD Moments are, as SAS CEO Jan Carlzon coined Moments of Truth when advocacy bonds are established with customers or enemies are created.

Or as Seth Godin proclaims, when sneezers who spread your good word to others are born for your organization or protestors scream how crummy you are.

High definition moments are strategic

Loyalty is either created or destroyed. Any organization must as a strategic imperative create HD moments for their fans if they are going to thrive and survive.

How do you create HD moments?

It’s about building a team that can create these kinds of feelings every time their organization touches their customers:

> HAPPY
> AMAZED
> WARM
> FUZZY
> DAZZLED
> BREATHLESS
> GASPING
> SURPRISED
> IMPRESSED
> MAGICAL
> SMITTEN
> HONORED
> IMPORTANT
> HEARD

How often have you felt this way when doing business with a company? How often have you felt warm and fuzzy when interacting with an automated voice response system? Never I suspect.

Consider the HD moment as the driving force in architecting customer interactions in your organization

Assign a senior person as The Chief High Definition Moments Officer to make it matter in your organization and establish a high priority for it.

Recruit people who are at ease with honouring others. Establish rules and policies that leave your fans breathless.

Engineer automated systems to surprise people.

Cheers,
Roy
Check out my BE DiFFERENT or be dead Book Series

• Posted 6.14.12 at 10:00 am by Roy Osing
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