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SUMMARY:
Have you noticed that some experiences create more of an impact than others? In this episode, Chip Heath, Professor of Organizational Behavior at Stanford Graduate School for Business, sits down with Craig Groeschel to talk about why moments matter, what makes them memorable and how they can be enhanced to benefit your organization and your personal life. You will learn how your organization can leverage impactful moments to improve culture, delight customers and create a shared purpose among your staff.
KEY TAKEAWAYS:
- Memorable moments stand out from everyday “sameness” and help people experience the world in a different way.
- Psychologists say that the human brain disproportionally retains experiences that are new and emotional.
- Opportunities to create memorable moments naturally occur during peaks, pits, beginnings, endings and transitions.
- The best organizations maximize peaks, manage transitions and minimize pits.
- Transitions (i.e. the first day of work or a service anniversary) are ideal times to create defining moments.
- Creating moments doesn’t take a lot of money. Instead, you will need to invest time and engagement.
- Research has identified four ways that moments become memorable.
- Moments of Elevation: A peak experience that can be enhanced with a heightened sensory experience.
Example: Part of the delight a customer experiences after purchasing an Apple product is the care they have taken to design their box.
- Moments of Insight: An experience of being challenged, although often uncomfortable, is often memorable. The best stretch experiences are also combined with an assurance of achievement.
- Moments of Pride: A life experience of achievement that can be enhanced with public recognition.
- Moments of Connection: A shared sense of purpose among a diverse group of people.
- It is critical for leaders to connect their constituents with their organizational purpose.
- Research shows that purpose creates more engagement than passion.
- Exposing employees to real customers who benefit from your service creates a meaningful moment of connection.
- In order to create more meaningful moments, pause and take the time to be intentional.
- Most organizations spend 80% of their time solving problems and only 20% of their time creating peaks. However, research shows that customers value peak experiences more than they value problem-solving.
- Beware of the “soul-sucking” forces of reasonableness that resist creating moments.
- To leverage memorable moments successfully, you must break the script and be unpredictable.
REFLECTION QUESTIONS:
- Think about your organization: How do you currently create memorable moments of elevation, insight, pride or connection with employees and customers?
- After listening to this podcast, where do you see opportunities to create more moments?
- If your team were to focus on one moment to leverage in the next week, what would it be?
RESOURCES MENTIONED:
Apple
B2B Organizations
Cold War
The Challenger Sale
Dan Heath
Hewlett Packard
John Deere
Magic Castle Hotel
Morten Hansen
Sharp HealthCare
Switch
Time Capsule
University of California, Berkley
RELATED LINKS:
Chip Heath
Stanford Graduate School of Business
The Power of Moments
Craig Groeschel
Life.Church
The Global Leadership Summit
Chip Heath
Professor | Stanford Graduage School of BusinessCraig Groeschel
Founder & Senior Pastor | Life.ChurchEp 037: Chip Heath with Craig Groeschel
TOPICS IN THIS PODCAST
Leading OrganizationsProcessHave you noticed that some experiences create more of an impact than others? In this episode, Chip Heath, Professor of Organizational Behavior at Stanford Graduate School for Business, sits down with Craig Groeschel to talk about why moments matter, what makes them memorable and how they can be enhanced to benefit your organization and your personal life. You will learn how your organization can leverage impactful moments to improve culture, delight customers and create a shared purpose among your staff.
On This Podcast
Chip Heath
Stanford Graduage School of Business
Chip Heath is a professor at Stanford Graduate School of Business, teaching courses on strategy and organizations. He has helped over 450 startups hone their business strategy and messages. He lives in Los Gatos, California. With his brother Dan, he is the co-author of Switch, Made to Stick and Decisive. Their most recent book is entitled The Power of Moments: Why Certain Moments Have Extraordinary Impact.
Craig Groeschel
Life.Church
Globally recognized as a leader of leaders, Craig Groeschel is the founder and senior pastor of Life.Church, rated the #1 place to work in 2021 for small and mid-size companies by Glassdoor. Known for their missional approach to leveraging the latest technology, Life.Church is the innovative creator of the YouVersion Bible App—downloaded more than a half a billion times worldwide. In 2020, Life.Church provided free tools to thousands of churches who quickly transitioned to a virtual church experience in the wake of the global health pandemic. Traveling the world on behalf of The Global Leadership Summit, Groeschel advocates for building leaders in every sector of society. He is also the host of the top-ranked Craig Groeschel Leadership Podcast. A New York Times best-selling author, his latest book is Lead Like It Matters
Show Notes
Get free, instant access to GLS Podcast Episode Show Notes. Leverage episode summaries, key takeaways, reflection questions, resources mentioned, related links and applicable downloads, including Show Notes PDF and Episode Audio File (MP3).
DOWNLOADS:
Download Show Notes (PDF)
Download Audio (MP3)
SUMMARY:
Have you noticed that some experiences create more of an impact than others? In this episode, Chip Heath, Professor of Organizational Behavior at Stanford Graduate School for Business, sits down with Craig Groeschel to talk about why moments matter, what makes them memorable and how they can be enhanced to benefit your organization and your personal life. You will learn how your organization can leverage impactful moments to improve culture, delight customers and create a shared purpose among your staff.
KEY TAKEAWAYS:
Example: Part of the delight a customer experiences after purchasing an Apple product is the care they have taken to design their box.
REFLECTION QUESTIONS:
RESOURCES MENTIONED:
Apple
B2B Organizations
Cold War
The Challenger Sale
Dan Heath
Hewlett Packard
John Deere
Magic Castle Hotel
Morten Hansen
Sharp HealthCare
Switch
Time Capsule
University of California, Berkley
RELATED LINKS:
Chip Heath
Stanford Graduate School of Business
The Power of Moments
Craig Groeschel
Life.Church
The Global Leadership Summit
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