Chip Heath and Dan Heath
Memorable experiences do not have to be left to chance. You have the power to engineer defining moments that transform relationships, elevate customer service, and deepen personal connections.
Defining moments are shaped by elevating experiences above the ordinary routine through sensory appeal and unexpected surprises.
You can trigger moments of insight by confronting uncomfortable truths that motivate genuine behavioral change.
Recognizing the achievements of others and celebrating small milestones builds a powerful sense of pride.