what’s the payoff for all these moments? Can you measure it? Does it show up on the bottom line? Yes—think of all the tangible outcomes that have been created by better moments: More revenue (Forrester data, Southwest Airlines). Greater customer satisfaction and loyalty (Magic Castle). More motivated employees (data on recognition). More effective employees (purpose versus passion). And also many payoffs more personal in nature: More happiness (gratitude visits). Closer relationships (responsiveness). Self-transformation (Cinderella/ugly duckling moments in school, stretching for insight).
...more
