The Power of Moments: Why Certain Moments Have Extraordinary Impact

by Chip Heath

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 experience had all three elements: (1) the All-Staff Assembly; (2) the voluntary “Action Teams”; and (3) a call for dramatic improvements in the way customers were cared for. 3. Groups bond when they struggle together. People will welcome a struggle when it’s their choice to participate, when they’re given autonomy to work, and when the mission is meaningful. • Xygalatas’s study of religious devotees concludes that the shared experience of pain can be seen as “social technology to bind in-groups together.” 4. “Connecting to meaning” reconnects people with the purpose of their efforts. That’s motivating and encourages “above and beyond” work.