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

May 17, 2018 • Book Club
Dan Heath

Moments have the power to awaken us, elevate us, and change us, yet many of the defining moments in our lives are the result of accident or luck. In his new book, The Power of Moments, Dan Heath teaches us how we can create more magical moments in our lives. On this episode, we talk about how unlocking the power of moments can transform everything—from customer service to employee experience to our families. Moments matter, and we have the power to create them.

Follow Dan: Website

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

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