
The Power of Moments: Why Certain Experiences Have Extraordinary Impact

1. Moments of connection bond us with others. We feel warmth, unity, empathy, validation. 2. To spark moments of connection for groups, we must create shared meaning. That can be accomplished by three strategies: (1) creating a synchronized moment; (2) inviting shared struggle; and (3) connecting to meaning. • Sharp’s recommitment to the customer e
... See moreDan Heath • The Power of Moments: Why Certain Experiences Have Extraordinary Impact
But is that true? Must our defining moments just happen to us?
Dan Heath • The Power of Moments: Why Certain Experiences Have Extraordinary Impact
moments: (1) the best or worst moment, known as the “peak”; and (2) the ending. Psychologists call it the “peak-end rule.”
Dan Heath • The Power of Moments: Why Certain Experiences Have Extraordinary Impact
“Laughter is more about relationships than humor,” Provine concluded. We laugh to tie the group together. Our laughter says, I’m with you. I’m part of your group.
Dan Heath • The Power of Moments: Why Certain Experiences Have Extraordinary Impact
This intervention reflects a strategy we’ll call “connecting to meaning”—finding ways to remind people of their purpose.
Dan Heath • The Power of Moments: Why Certain Experiences Have Extraordinary Impact
The conditions are: The work means something to them; they have some autonomy in carrying it out; and it’s their choice to participate or not.
Dan Heath • The Power of Moments: Why Certain Experiences Have Extraordinary Impact
What exactly is the “something” that your brain catches on?
Dan Heath • The Power of Moments: Why Certain Experiences Have Extraordinary Impact
But are we focusing as much energy on increasing positive variance from week to week?
Dan Heath • The Power of Moments: Why Certain Experiences Have Extraordinary Impact
They estimated, on average, that their companies spent 80% of their resources trying to improve the experience of seriously unhappy customers.