Presentation given to the Oxford Yes Group, 20th Oct 2009. Moments of Truth, theory, lessons learned, application and review of mini case-study.

1. Moments of Truth Seb@Haigh.tv

2. What is in it for me?

3. 20th November 2009 seb@haigh.tv

5. Here’s the Beef... The elimination of ALL unnecessary Moments of Truth – everywhere. The repeatable delivery of Moments of Magic for each Moment of Truth that cannot otherwise be eliminated.

6. Richard Normann Richard Normann wasn’t… a guru. He was more than that’ Henry Mintzberg He had the astonishing ability to make you think quite differently about problems and issues that you thought you’d been entirely familiar with for years. Wally Olins

7. Jan Calzon

8. Think about your interactions...

9. Think about your interactions...

10. Less Noise...

11. More Magic...

12. So what?

13. My Ambition

14. The moment of truth as a Signpost...

15. My Collection of Moments...

16. Many magical moments...

17. The odd hiccup...

18. Or two...

19. Failure is only the opportunity to begin again, only this time more wisely.

20. Why do I care? Goodbye my friend: Paul Davis Ken Whitehead Brent Coetze

21. So in the end is success...

22. Either God...

23. ...Or the Guy (Gal) in the Glass**? When you get what you want in your struggle for pelf, And the world makes you King for a day, Then go to the mirror and look at yourself, And see what that guy has to say. **Tremendous poem by Peter "Dale" Wimbrow Sr., full version at: http://www.theguyintheglass.com/. Contact Peter Dale Wimbrow, Jr., Copyright(c) 1997 USA Computer Center. peter@usacomputer.com

25. A Dying Club!????

26. Why people leave... 3% move away 1% die 9% move on to other products because of a recommendation 9% find a cheaper product elsewhere 68% go elsewhere because the people they deal with are indifferent to their needs 10% are chronically dissatisfied

27. Counting the moments... First impressions Membership orientation Fellowship, variety and communication Program planning and meeting organization Membership strength Achievement recognition

28. Results to date... Membership up 25% Back in the game

29. Conclusion... On your journey, for every moment of truth you or your organization can give someone think...

30. Moments of Truth.. The elimination of ALL unnecessary Moments of Truth – everywhere. The repeatable delivery of Moments of Magic for each Moment of Truth that cannot otherwise be eliminated.

31. Review your Collection

32. Less noise

33. More Magic...

34. ...and Make ‘emWork for you...

35. Any questions?

36. Thank you seb@haigh.tv