5. Here’s the Beef... The elimination of ALL unnecessary Moments of Truth – everywhere. The repeatable delivery of Moments of Magic for each Moment of Truth that cannot otherwise be eliminated.
6. Richard Normann Richard Normann wasn’t… a guru. He was more than that’ Henry Mintzberg 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
23. ...Or the Guy (Gal) in the Glass**? When you get what you want in your struggle for pelf, And the world makes you King for a day, Then go to the mirror and look at yourself, And see what that guy has to say. **Tremendous poem by Peter "Dale" Wimbrow Sr., full version at: http://www.theguyintheglass.com/. Contact Peter Dale Wimbrow, Jr., Copyright(c) 1997 USA Computer Center. peter@usacomputer.com
26. Why people leave... 3% move away 1% die 9% move on to other products because of a recommendation 9% find a cheaper product elsewhere 68% go elsewhere because the people they deal with are indifferent to their needs 10% are chronically dissatisfied
27. Counting the moments... First impressions Membership orientation Fellowship, variety and communication Program planning and meeting organization Membership strength Achievement recognition
29. Conclusion... On your journey, for every moment of truth you or your organization can give someone think...
30. Moments of Truth.. The elimination of ALL unnecessary Moments of Truth – everywhere. The repeatable delivery of Moments of Magic for each Moment of Truth that cannot otherwise be eliminated.