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.

Sign-up for my Monthly Newsletter to have 1 article with tools & techniques for excelerating high-performance cultures delivered to your inbox each month.

Bill is recognized as the Performance Excelerator™ because of his uncanny ability to create profound change and deliver extraordinary results with the most demanding organizations.

For additional information please visit www.billhogg.ca or email: bill [at] billhogg [dot] ca

This entry was posted on Monday, April 27th, 2009 at 6:59 am and is filed under Communication, Culture, Customer Experience Stories, Tips and Techniques. You can follow any responses to this entry through the RSS 2.0 feed. You can leave a response, or trackback from your own site.