Chip Heath and Dan Heath

Rate this book

Average: 5 (2 votes)

This review was submitted by jmarkey77.

  • Premise: Powerful moments are more meaningful in an interaction, relationship, or event than anything else. If we can create and harness these moments we can turn the tide and get the results we want.
  • My thoughts: This book aligns very well with Tipping Point by Malcom Gladwell and many other writings about how change or events happen in small moments. I'll reread this yearly and look forward to applying the tenets to CS/CX interactions among other scenarios.
  • Some insights from the book:
  • The “occasionally remarkable” moments shouldn’t be left to chance! They should be planned for, invested in.
  • There’s nine times more to gain by elevating positive customers than by eliminating negative ones.
  • In life, we can work so hard to get the kinks out that we forget to put the peaks in.
  • How do you build peaks? You create a positive moment with elements of elevation, insight, pride, and/or connection.
  • Transitions should be marked, milestones commemorated, and pits filled. That’s the essence of thinking in moments.
  • Courage is resistance to fear, mastery of fear—not absence of fear.
  • If you want to be part of a group that bonds like cement, take on a really demanding task that’s deeply meaningful. All of you will remember it for the rest of your lives.