The Power of Moments: Why Certain Experiences Have Extraordinary Impact
Chip Heath and Dan Heath
Simon & Schuster
ISBN: 978-1501147760
Pages: 320
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Key Takeaways:

1.  People have the potential to generate defining moments for themselves and others.  The task is demanding but still doable.

2.  To exceed the customer's expectation, you must offer more than competency and reliability.  The very interaction with you and your business must be elevated into a defining moment.

3.  The easiest way to improve customer experience is by engineering pleasant surprises into the experience.  ...

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