Grown locs twice for 10 years and 8 years respectively. Been completely bald for three years Had red, brown, roan, blond, brunette hair Had weaves, extensions, wigs, plaits, matutas, Afro
And now I have a daughter who has realised she has hair…
What is the market size of the hair industry? Hair extensions. Wigs? Where are the largest revenue areas? Geographically? What products are growing? What factors are leading the increase? What new markets are growing? Secondary weave market, wig market, natural hair Which technology is in trend and how will it evolve in the next 10 years? What areas will die out? Which are the leading companies in the hair extension/wig/weave/natural hair markets? What are their market share? Product portfolio, strategic tempts and business focus?
Why do you do what you do?
It doesn’t matter how you got here. You are now here.
What next? JFK 1961 NASA hq I am helping put a man on the moon.
Clear direction Alignment Motivation Recognition
For a large number of us school did not represent a free open fascinating world to acquire more knowledge or explore further.
It represented something else.
How many people were punished/chastised/told off for being noisy? For asking questions?
If the little trunk had been planted in fertile soil, what could it yield?
How do you create of yourself something bigger than your current culture?
The hair industry and the startup of you.
Everything that has opened up has done so because this is the best thing that could happen to you
What do you love to do?
How and where do you love to do it?
What is it about what you do that gives you satisfaction?
How is the world a different place because of you?
What do your clients say about you? Why I go to my hair dresser’s.
Delight Beyond Belief: How to create an unforgettable Experience with Renee Ngamau
DELIGHT BEYOND BELIEF: HOW TO CREATE AN
• UK Trained Certified Results Business Coach
• Executive Coach
• NLP Master Practitioner & Trainer
• Strategic Intervention Practitioner
What do customers want?
• The Obvious
• The item
• The service
• The warranty
• The fitness for purpose
• The price point
• The not-so-obvious
• 6 Human Needs
• Certainty vs. Surprises
• Significance – Connection
• Growth – Contribution
• Neurological levels
• Environment - action – behaviour –
habit – pattern – values – beliefs -
WHY PURPOSE IS IMPORTANT TO
• When you can align individual purpose to corporate
purpose, your team will consistently deliver an experience
that your customers will return for. – Joseph Pine, The
• [companies] need to be purpose-driven, to appeal to more
customers, to clients, and to our own talent. Martin Sorrell
• …if a company offers a sense of purpose, …people are
willing to partake in a journey that can last years or even
decades. Lars Rebien Sorenson CEO, Novo Nordisk
• There are days my team tells me NOT to serve customers
until I change my attitude. Diana Opotii Fashion Trend
• What is your purpose?
• How do you discover it?
• What is your business’ or work place’
purpose? What are you looking to
• Does it generally align with yours and
does your specific job align with the
• The more synergies, the more excited you
will be about delivering your service,
working with your team, creating and
Most people will conform. That is how we are
taught to be socially acceptable.
Those who really soar, define themselves, to say
YES to their Purpose, to say NO to people,
places, things, times and events that are not
aligned with them;
To push through the fear, and pursue their
purpose with passion, create products, services
and experiences that reflect their values and plan
for posterity, that their work will reverberate
through time. Eg /designing African Collective
Image courtesy of Centonomy Ltd. All rights reserved.
WHAT ARE YOU LOOKING TO
Define Your What
• Lasting memories?
• A relationship?
• A reputation?
• The five star review?
• Behaviour Change?
Use All Your Tools
• Systems and processes
• Customer feedback
CREATING THE STEPPING STONES
Moving from Action to Belief
Action I bought/engaged – delight/disappointment
Behaviour – I usually buy/engage – certainty – deletion if earlier disappointment
Pattern – This is the trigger to take the action – unconscious biases
Values – This is what this exchange gives to me – significance
Belief – This is the kind of person I am that drives me to make this – generalisation/distortion
Identity – people like me do this – belonging