15 Great Quotes From The Power Of Moments

Here are a few great quotes from a book I recently read – The Power of Moments. 

“Familiarity and memorability are often at odds…If you’re looking to create memorable moments for your customers, you’ve got to break the script.”

“There’s nine times more to gain by elevating positive customers than by eliminating negative ones.”

“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.”

“Courage is resistance to fear, mastery of fear—not absence of fear.”

“Purpose trumps passion. Passion is individualistic. It can energize us but also isolate us, because my passion isn’t yours. By contrast, purpose is something people can share. It can knit groups together.”

“When responsiveness is coupled with openness, though, intimacy can develop quickly.”

“We hate being treated impersonally: You are not special. You’re a number.”

“In life, we can work so hard to get the kinks out that we forget to put the peaks in.”

“The surprise about great service experiences is that they are mostly forgettable and occasionally remarkable.”

We must learn to think in moments, to spot the occasions that are worthy of investment…In organizations, we are consumed with goals…But for an individual human being, moments are the thing. Moments are what we remember and what we cherish.

“To maximize customer satisfaction…you don’t want to be perfect. You want to get two things wrong, have the customer bring those mistakes to your attention, and then hustle like mad to fix those problems.”

“A relationship in which one party is oblivious to the most profound moments in the life of the other is no relationship at all.”

“Beware the soul-sucking force of ‘reasonableness.'”

“Better to take a risk, try something, and distill the answer from experience rather than from navel-gazing. Action leads to insight more often than insight leads to action.”

“Laughter is more about relationships than humor.” (Robert Provine)

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