Think about Apple, Google, Amazon, best online sellers, best airlines, and best restaurants, and the best organizations you have worked with. If you think what’s common among them, you’d find that all of them invest their time, energy, technology and money in their teams to create amazing experiences for their customers. In this webinar, we discussed why it is imperative to find out what ‘great experience’ truly means to your customers, and how you can deliver it. We talked about how building great teams can lead to better organizations and great experiences for your customers. We also covered how your vendors can play an instrumental role in this. You can watch the complete webinar recording here: https://youtu.be/Mf0VIWmj2Us

1. Creating an Awesome
Organization by Weaving
Great Experiences
Ravi Chhabra
https://www.linkedin.com/in/chhabraravi

2. “Don’t take life too seriously.
You will never get out of it
alive”
- Elbert Hubbard
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3. What does an AWESOME
organization look like?
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4. @srijan #SrijanWW
Awesome Organizations
● Use and create great products
● Hire best service providers and strive
to provide best service
● Research best work environments and
provide wonderful work environment
and…

5. ● Awesome people
● Employees
● Mentors
● Others in their network
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They have

6. Let us create an awesome
organization together
Weaving great experiences
Think of weaving a beautiful
tapestry created with two sets of
threads
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7. …in an awesome organization are:
● Having great experiences
● Providing great experiences
We can only give what we have!
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Two sets of threads...

8. …focus their resources on giving great
experiences to their customers.
And to do that they give great
experiences to their employees.
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Awesome Organizations...

9. …choose to let go of closed/narrow
mindset.
And embrace open/growth mindset.
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Awesome Organizations...

10. Please join me in having awesome
energizing experiences starting now.
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11. ● You are in a private environment,
otherwise do it mentally.
● Or if you are bold enough to do it
anyway
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Please do this exercise if:

12. Let us get back to creating an awesome
organization that provides:
● Great product experiences
● Great service experiences
● Great work environment
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13. What has been your best experience
with using Google products or
services?
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14. Are you a fan of Apple Products or
do you know of someone who is?
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15. Have you been to an Apple Computer
retail store?
If so, what was your experience?
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16. Take a moment to recall your best
restaurant experience.
What did it include?
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17. @srijan #SrijanWW
How Mercedes Benz company and
their people do amazing things?

18. @srijan #SrijanWW
What does Netflix, Disney, and a
Great Restaurant have in common?
All of them focus on providing the
best employee working
experience.

19. …some resources available to them.
● Human resources
● Money
● Time
● Technology
● Tools, etc.
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Every organization has...

20. @srijan #SrijanWW
Who allocates these resources?
Who makes better use of these
resources?
Who buys the products and
services?

21. @srijan #SrijanWW
People
People
People

22. Human beings have the best
combination of hardware and
software.
● Body
● Mind
● Intellect
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23. @srijan #SrijanWW
So doesn’t it make sense that an
Awesome Organization seriously
considers providing great
experiences to people who:
● Work for them
● Are Vendors
● Are their Customers

24. @srijan #SrijanWW
Smart choices by awesome
organizations:
● Meaningful training
● Giving employees access to mentors
and coaches
● Ways to utilize the gifts and skills of all
the people in their network
● Resources to reduce the stress levels
at work
● Great work environment

25. @srijan #SrijanWW
So, in order to give great
experiences to our customers, we
must CHOOSE to have great
experiences working and
otherwise.

26. @srijan #SrijanWW
Let us start now by choosing to
have many types of experiences

27. ● Physical
● Emotional
● Mental
● Verbal
● Being in the flow or in the zone
● Quiet Observer
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Types of experiences

28. @srijan #SrijanWW
Allocating Resources to create
an Awesome Organization
● Time
● Money
● Energy
● Experience and wisdom of
humans
● Technology

29. @srijan #SrijanWW
YOU have the Power!

30. @srijan #SrijanWW
Power of Choice
● Thinking
● Speaking
● Doing
● Feeling
● Planning
● Practice, Practice, Practice
● Persisting
● Learning
● Attitude

31. How my experiences changed during
the process of creating the content for
this presentation using the power of
choice.
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32. @srijan #SrijanWW
Power of Accountability
● with a friend or an associate
● with a coach or a mentor
● through a system

33. @srijan #SrijanWW
Let me engage each one of
you:
● as if we are in conversation through
actual scenarios
● in the same way with clients

34. SMILE :)
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35. You have been just recruited on
a team to create an Awesome
Organization.
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36. @srijan #SrijanWW
Take a moment to think about what
is truly important to you.
Can you think of the top three?
Which one is likely to be the most
beneficial in the short-term and long-
term?
What is the one doable step you can
take now?

37. Smiling Questions ???
● Open-ended
● Closed-ended
Can start with:
● What, when, who,
● Where, why, how, etc.
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38. How to ask Smiling
Questions
● In a pleasant tone of voice
● With respect for others
Examples:
Can you share with me a little more
about…?
Is there anything else important?
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39. Smiling Questions
● for self
● for customers (employess are
internal customers)
● for vendors
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40. Benefits of Smiling Questions
● Gain clarity
● Learning about others and
what is important to them.
● People feel important, heard,
and understood.
● Can be instrumental in creating
a series of small agreements.
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41. Some examples of well known organizations
who choose to give awesome experiences to
their employees, customers, and others
through non-profit.
● Disney
● Netflix
● Apple Computers
● Google
● Netflix
Charities: Gates, Buffett, Premji
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42. Creating An Awesome
Organization
How communication among
associates, vendors, and customers
helps to deliver quality projects and
services
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43. Practice these and start noticing
improvement in your organization
● Movement and Action
● Verbal Communication
● Going inward and/or using the
power of imagination
● Pausing and letting go
● Giving and Sharing
Repeat the above in any order over
and over again.
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44. Progress Report on creating an
awesome organization
● Started with the CEO
● Next the Managers
● Every employee was interviewed
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45. All things and all events have three
common elements:
● Beginning
● Middle
● End
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46. We are getting closer to:
● the end of the webinar
● beginning of a new journey of
Having and Providing
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47. On behalf of all the mentors and teachers,
I encourage you to start having and
providing awesome energizing experiences
to create awesome organizations.
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48. You have the Power
You are the master of your destiny
You are the captain of your ship
You are the co-creator of your
awesome organization
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49. A friendly reminder:
Help other participants smile
Please share your takeaways
and practice steps that appeal to
you during the Q & A session
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50. Power of Choice
Power of Practice
Power of Accountability
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51. Ravi Chhabra
https://www.linkedin.com/in/chhabraravi
Thank You!
Take this conversation online by tweeting using the hashtag #SrijanWW