We all recognize the importance of creating memorable Moments of Truth because these are the stories we create — that our customers re-tell.

Southwest is well know for creating these stories, so no one will be surprised to hear this video was filmed on a Southwest flight. I thought this was a good example of how easy it is to make the ordinary, extraordinary.

This crew has taken a required activity and made it special and unique. It sets the tone for the rest of the experience and regardless of what happens next, a memorable impression has been created.

What can we each do with our regular activities to make them memorable? Work with your team to identify the top 10 most repeated customer interactions. Then brainstorm ways to answer the following question.

What can we do tomorrow, for little or no cost, to make each interaction memorable.

I’d love to hear what you discover.