Moments Of Truth
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Moments of Truth [email protected]
description
Presentation given to the Oxford Yes Group, 20th Oct 2009. Moments of Truth, theory, lessons learned, application and review of mini case-study.
Transcript of Moments Of Truth
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What is in it for me?
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20th November 2009
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Moments of Truth My collection
Putting moments to work for you, and your YES GROUP
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The Theory...
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Here’s the Beef... The elimination of
ALL unnecessary Moments of Truth – everywhere.
The repeatable delivery of Moments of Magic for each Moment of Truth that cannot otherwise be eliminated.
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Richard Normann Richard Normann
wasn’t… a guru. He was more than that’ Henry Mintzberg
He had the astonishing ability to make you think quite differently about problems and issues that you thought you’d been entirely familiar with for years. Wally Olins
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Jan Calzon
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Think about your interactions...
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Think about your interactions...
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Less Noise...
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More Magic...
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So what?
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My Ambition
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The moment of truth as a Signpost...
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My Collection of Moments...
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Many magical moments...
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The odd hiccup...
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Or two...
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Failure is only the opportunity to begin again, only this time more wisely.
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Why do I care?
Goodbye my friend:
Paul DavisKen WhiteheadBrent Coetze
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So in the end is success...
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Either God...
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...Or the Guy (Gal) in the Glass**?
When you get what you want in your struggle for pelf,
And the world makes you King for a day,Then go to the mirror and look at yourself,And see what that guy has to say.
**Tremendous poem by Peter "Dale" Wimbrow Sr., full version at: http://www.theguyintheglass.com/. Contact Peter Dale Wimbrow, Jr., Copyright(c) 1997 USA Computer Center. [email protected]
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Moments of Truth for Yes!
Putting moments to work for you, and your YES GROUP
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A Mini Case Study..
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A Dying Club!????
1% die 3% move away
9% move on to other products because of a recommendation
9% find a cheaper product elsewhere
10% are chronically dissatisfied
68% go elsewhere because the people they deal with are indifferent to their needs
Why people leave...
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Counting the moments...
First impressionsMembership orientationFellowship, variety and communication
Program planning and meeting organization
Membership strengthAchievement recognition
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Results to date... Membership up 25% Back in the game
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Conclusion...On your journey, for every moment of truth you or your organization can give someone think...
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Moments of Truth.. The elimination of
ALL unnecessary Moments of Truth – everywhere.
The repeatable delivery of Moments of Magic for each Moment of Truth that cannot otherwise be eliminated.
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Review your Collection
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Less noise
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More Magic...
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...and Make ‘em Work for you...
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Any questions?
