![]() So in business you must change your thinking and… one hand you’ve got frostbite and the other you’ve got blisters. Being there is crazy!īeing average is like having one hand in a bucket of freezing water and one hand in a bucket of boiling water and saying that, on average, you feel fine! And that’s garbage. That’s somewhere between the cream of the crop and the cream of the crap, somewhere between the bottom of the best and the best of the bottom. And being the same as everybody else… is being average. If you do what everybody else does what result must you get? And the answer is pretty simple… the same as everybody else. ![]() Lots of good advice from Derek Sivers here. ![]() If you say the wrong thing in one moment, you can make amends in the next. If you make a mistake in one moment, you can immediately learn and act on your learning in the next moment. If you mess up one moment, you can get back on track in the next. This is what Appreciative Leadership is all about. “We have 50,000 moments of truth every day.” said Jan Carlzon, former CEO of Scandinavian Airlines, in his famous book ‘Moments of Truth’įor me it’s EMM - Every Moment Matters, and particularly personal moments of truth. More recently Google created ZMOT - Zero Moment Of Truth - the crucial moment that happens before we buy.Īnd Brian Solis captured a hallmark of our age with UMOT - Ultimate Moment Of Truth is when the customer shares the experience. SMOT - Second Moment Of Truth is when the customer first begins to experience what they’ve bought. Long ago Procter & Gamble recognised two such moments:įMOT - First Moment Of Truth is just before the customer buys. Successful leaders have always been aware of the power of defining moments.
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