Episode 38- Dan Heath on How To Create Powerful Moments for our Customers and Employees

Show Notes

• His process for writing (1:55)
• The idea behind Dan’s book, The Power of Moments (2:56)
• How the Magic Castle Hotel figured out the power of moments (4:09)
• The power of smaller moments (9:36)
• Four ingredients of powerful positive moments: elevation, insight, pride, connection (13:20)
• Improving the employee experience through creating moments (15:40)
• The story of Joshy the Giraffe’s “vacation” at The Ritz-Carlton (19:38)
• How to flip pit moments into peak moments (22:44)
• Purpose is more important than passion (26:38)
• How leaders can create moments that instill purpose (29:06)

Resources / People Mentioned

• Dan Heath
• Chip Heath
• The Power of Moments by Chip Heath and Dan Heath (book)
• Made to Stick by Chip Heath and Dan Heath (book)
• Choiceology: A podcast by Dan Heath
• The Magic Castle Hotel (Los Angeles)
• John Deere
• Joshy the Giraffe
• The Ritz-Carlton
• Intermountain Healthcare
• Great At Work by Morten Hansen (book)
• For Radiologist, Patient Photos Make Scans More Personal
• Adam Grant: Impact and the Art of Motivation Maintenance
• A Supposedly Fun Thing I’ll Never Do Again by David Foster Wallace (essay)
• The Upstream Doctors by Rishi Manchanda (book)
• Give Directly

Recommended For You

Did you enjoy this episode? Then listen to:

• Jenn Lim on Delivering Happiness At Work
• Ginger Hardage on How Southwest Airlines Built A Legendary Culture
• Donald Miller on How to Use Story to Clarify Your Brand’s Message

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