The top 15 takeaways from the Mind the Gap Tour Event in Raleigh, NC. Stan Phelps presented Seeing the Customer Experience Gap, Tim Moore presented Understanding the Workplace Generational Gap, and Gary Tomlinson presented Closing the Strategy to Execution Gap.

1. TOP 15 TAKEAWAYS
Raleigh 2015
SEEING THE CUSTOMER EXPERIENCE GAP
UNDERSTANDING THE GENERATIONAL GAP
CLOSING THE STRATEGY TO EXECUTION GAP

2. ONE MORNING,
THREE
KEYNOTES

3. “The business landscape has
changed; business as usual is
no longer usual. Today,
leadership must respond to
these challenges by creating
new ways to focus on the
gaps that hinder business
success.”
- TIM MOORE

4. BREAKFAST

5. GETTING
Emcee Kevin Snyder
STARTED

6. Stan Phelps
SEEING THE
CUSTOMER EXPERIENCE GAP

7. TAKEAWAY #1
Little things can make a
big difference in
customer experience.

8. TAKEAWAY #2
There is no such thing as
meeting expectations. You
either exceed expectations
or you fall short.

9. TAKEAWAY #3
According to Gartner, by
2016, 89% of companies
will compete mainly on
customer experience

10. TAKEAWAY #4
The distance between the stem of your brain
and the top of your heart is nine inches.
Customer experience is about doing the little
things that reach the heart of your customers.

11. Develop a system to
continuously renew the
customer experience.
Use the 3D’s -
Discover, Design and Deploy.
TAKEAWAY #5

13. UNDERSTANDING THE
WORKPLACE GENERATIONAL GAP
Tim Moore

14. TAKEAWAY #6
One of the biggest Gaps
is found when different
generations feel everyone
is inspired by what
inspires them.

15. TAKEAWAY #7
Some of the biggest Gaps are found in the way
different generations try to communicate.

16. TAKEAWAY #8
By the year 2020 it is
estimated that 55
million job openings will
be created as Baby
Boomers retire.

17. TAKEAWAY #9
A huge Gap is found when
salespeople don’t understand that
other generations evaluate and
purchase differently than they do.

18. TAKEAWAY #10
Each Generation defines Team
Roles differently and respond
to different leadership styles.
One size does NOT fit all.

20. CLOSING THE
STRATEGY TO EXECUTION GAP
Gary Tomlinson

21. TAKEAWAY #11
People can’t hit a target they
can’t see. And sometimes
telling them isn’t enough.
You have to show them.

22. TAKEAWAY #12
Everything we do requires execution. Every
strategy we set, every result we obtain, every
gap we close requires execution.”

23. TAKEAWAY #13
No matter how you slice it,
execution happens at an
individual level.

24. TAKEAWAY #14
Knowing how to plan and
execute strategy while
performing the day-to-day
tasks is the most
foundational capability any
organization can have!

25. TAKEAWAY #15
To know and not do…
is to not yet know.

26. NETWORKING

27. LEARNING

28. DISCUSSION

29. 25 TAKEAWAYS
High Five Conference 2/25 - 2/26
THANKS
v
Big thanks to our
Table Sponsors

30. Interested in attending the
next Mind the Gap Tour
Event or bringing Mind the
Gap to your organization…
Reach out to:
Gary Tomlinson
gary@gary-tomlinson.com
+1.919.847.6235