12: Dan Heath | The Power of Moments and How to Create Them
The Jordan Harbinger Show
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Do You Have Any Business Value With Southwest?
The power of pique moments, that most of an experience is going to degrade in memory. And so really, if you run a service experience, or what wether we're talking about, as you said, a dentist office or an auto shop, or a hotelor a restaurant, know that step one is to whelm people. You've got to get em from phoenix to nashville in the air. That's the whelming part, and that's essential. But step two is create some peaks. Because the peaks are what differentiate you, and the peaks arewhat survive in the customer's memory.
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