![]() ![]() They get the power to decide whose day they’re going to make more special, while happiness research shows that the act of giving is itself a powerful booster of wellbeing. ![]() This random element not only creates more memorable moments for its customers, it breaks the script for Pret’s employees too. Rejecting the traditional loyalty card approach, Pret allows its employees to give away a certain number of hot drinks and food items each week. Regular visitors will probably remember the first time they received a free coffee or pastry – the unexpectedness makes it memorable. High street food chain Pret A Manger artfully incorporates this principle into its customer service. But when guests reported experiencing a ‘delightful surprise’ during their stay, that figure jumped to 94%. To achieve that, we have to ‘break the script’ and do something unexpected.Ī study of hotel reviews on TripAdvisor, for example, found that 60% of guests who were ‘very satisfied’ would unconditionally recommend the hotel. The recipe for success, according to the Heath brothers, involves one or more of the following ingredients… Moments of elevationĭefining moments rise above the norm. With a little effort, we can create powerful moments that linger long in our employees’ memories. These moments create unique opportunities to transform the employee experience and build engagement, yet we often fail to take advantage. pits – employees facing bereavement, stress, or even a poor performance review.milestones – long service landmarks, retirement, the recognition of key achievements.transitions – an employee’s first day at work, a promotion, the end of a project.That’s the question posed by Chip and Dan Heath in their book The Power of Moments.Īccording to the Heaths, defining moments at work tend to arise from: These moments happen throughout our working lives, either by accident or design.īut if they have such power, why don’t we make more of them? Why do we miss so many opportunities to create meaningful moments that have an extraordinary impact on the lives of our employees? When we review an experience after the event, we tend to focus on the best or worst moment – the ‘peak’ – and the ending. We remember these moments so vividly because of what psychologists call the peak-end rule. If you look back on your working life, what memories stand out? Chances are you’ll remember specific moments that have come to define how you feel about a particular role or organisation. ![]()
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |