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Delight Beyond Belief: How to create an unforgettable Experience with Renee Ngamau
- 1. DELIGHT BEYOND BELIEF: HOW TO CREATE AN UNFORGETTABLE EXPERIENCE www.reneengamau.com • UK Trained Certified Results Business Coach • Executive Coach • NLP Master Practitioner & Trainer • Hypnotherapist • Strategic Intervention Practitioner
- 2. 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 - identity www.reneengamau.com
- 3. WHY PURPOSE IS IMPORTANT TO BUSINESSES • 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 Experience Economy • [companies] need to be purpose-driven, to appeal to more customers, to clients, and to our own talent. Martin Sorrell CEO, WPP • …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 Setter www.reneengamau.com • What is your purpose? • How do you discover it? • What is your business’ or work place’ purpose? What are you looking to achieve? • Does it generally align with yours and does your specific job align with the company’s? • The more synergies, the more excited you will be about delivering your service, working with your team, creating and innovating.
- 4. PURPOSE? OR CONFORMITY? 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 review www.reneengamau.com
- 5. Image courtesy of Centonomy Ltd. All rights reserved. www.reneengamau.com
- 6. WHAT ARE YOU LOOKING TO CREATE? Define Your What • Lasting memories? • A relationship? • A reputation? • The five star review? • Clarity? • Behaviour Change? Use All Your Tools • Language • Aesthetics • Authenticity • Honesty • Systems and processes • Customer feedback www.reneengamau.com
- 8. CREATING THE STEPPING STONES Big Picture 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 www.reneengamau.com
- 9. www.reneengamau.com @@reneengamau info@reneengamau.com Getthebook@reneengamau.com @reneengamau www.reneengamau.com officialreneengamau 0791089338 0736089338 0736518272 Let’s talk…
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- A little hair history. 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.