Be Different or be dead

January 27, 2014

Why unforgettable moments are the way to be amazingly successful

Source: Unsplash

All organizations seem to be coveting the amazing customer experience, but in order to deliver one, you have to break the experience down into the moments that comprise it.

How will you know when your organization has finally matured in this regard?

How will you know when you are building long term sustainability in an unpredictable and chaotic world?

How will you know when your fan base will carry you forward to where you need to go?

You will know when everything you do is focused on creating unforgettable moments for the people you serve.

Unforgettable means…

▪️Lasts in your mind forever

▪️Powerful emotional experience

▪️Can’t get it out of your mind

▪️Impossible to stop talking about

▪️The topic of your story-telling

▪️Gives you goosebumps when you describe the moment

Measure whether or not you are doing it. Ask your customers if the have had an unforgettable moment with you. What did it look like?

Measure the extent to which unforgettable moments are delivered internally among employee groups. Does marketing deliver them to sales? If it’s not happening on the inside, it won’t likely happen on the outside.

Make it THE major component of employee compensation plans. If 80% of their bonus pay isn’t related to delivering unforgettable moments it won’t happen.

As a leader, catch people doing it. Recognize them. Honor them among their peers. Make them heroes.

Talk it up. Make it matter by declaring the unforgettable moment story THE vital fabric of internal AND external communications.

Publicize unforgettable moments to your employees. Describe what made them irresistible. Get a customer quote to reinforce how they FELT about it and how important it was to them.

Change the conversation among your employees: you no longer supply products and services; you now supply unforgettable moments.

Be The ONLY one that delivers unforgettable moments the way you do.

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

• Posted 1.27.14 at 05:43 am by Roy Osing
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