Moments Of Truth

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Presentation given to the Oxford Yes Group, 20th Oct 2009. Moments of Truth, theory, lessons learned, application and review of mini case-study.

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Moments Of Truth

  1. 1. Moments of Truth<br />Seb@Haigh.tv<br />
  2. 2. What is in it for me?<br />
  3. 3. 20th November 2009<br />seb@haigh.tv<br />
  4. 4. Moments of Truth<br />My collection<br /><ul><li>Putting moments to work for you, and your YES GROUP</li></li></ul><li>The Theory...<br />
  5. 5. Here’s the Beef...<br />The elimination of ALL unnecessary Moments of Truth – everywhere.<br />The repeatable delivery of Moments of Magic for each Moment of Truth that cannot otherwise be eliminated.<br />
  6. 6. Richard Normann<br />Richard Normann wasn’t… a guru. He was more than that’ Henry Mintzberg<br />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<br />
  7. 7. Jan Calzon<br />
  8. 8. Think about your interactions...<br />
  9. 9. Think about your interactions...<br />
  10. 10. Less Noise...<br />
  11. 11. More Magic...<br />
  12. 12. So what?<br />
  13. 13. My Ambition<br />
  14. 14. The moment of truth as a Signpost... <br />
  15. 15. My Collection of Moments...<br />
  16. 16. Many magical moments...<br />
  17. 17. The odd hiccup...<br />
  18. 18. Or two...<br />
  19. 19. Failure is only the opportunity to begin again, only this time more wisely.<br />
  20. 20. Why do I care?<br />Goodbye my friend:<br />Paul Davis<br />Ken Whitehead<br />Brent Coetze<br />
  21. 21. So in the end is success...<br />
  22. 22. Either God...<br />
  23. 23. ...Or the Guy (Gal) in the Glass**?<br />When you get what you want in your struggle for pelf,<br />And the world makes you King for a day,<br />Then go to the mirror and look at yourself,<br />And see what that guy has to say.<br />**Tremendous poem by Peter &quot;Dale&quot; Wimbrow Sr., full version at: http://www.theguyintheglass.com/. Contact Peter Dale Wimbrow, Jr., Copyright(c) 1997 USA Computer Center. peter@usacomputer.com<br />
  24. 24. Moments of Truth for Yes!<br /><ul><li>Putting moments to work for you, and your YES GROUP</li></li></ul><li>A Mini Case Study..<br />
  25. 25. A Dying Club!????<br />
  26. 26. Why people leave...<br />3% move away<br />1% die<br />9% move on to other products because of a recommendation<br />9% find a cheaper product elsewhere<br />68% go elsewhere because the people they deal with are indifferent to their needs<br />10% are chronically dissatisfied<br />
  27. 27. Counting the moments...<br />First impressions<br />Membership orientation<br />Fellowship, variety and communication<br />Program planning and meeting organization<br />Membership strength<br />Achievement recognition<br />
  28. 28. Results to date...<br />Membership up 25%<br />Back in the game<br />
  29. 29. Conclusion...<br />On your journey, for every moment of truth you or your organization can give someone think...<br />
  30. 30. Moments of Truth..<br />The elimination of ALL unnecessary Moments of Truth – everywhere.<br />The repeatable delivery of Moments of Magic for each Moment of Truth that cannot otherwise be eliminated.<br />
  31. 31. Review your Collection<br />
  32. 32. Less noise<br />
  33. 33. More Magic...<br />
  34. 34. ...and Make ‘emWork for you...<br />
  35. 35. Any questions?<br />
  36. 36. Thank you<br />seb@haigh.tv<br />

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