In conversation with Stanford Professor of the Practice Tina Seelig, organizational-behavior expert Chip Heath talks about how companies should spend more time experimenting with ways to create memorable moments for their customers. Heath, a professor at Stanford’s business school and co-author of “The Power of Moments,” says businesses spend 80 percent of their time fixing problems and only 20 percent working on enhancing customer experience.

Video clips from: How Organizations Can Win Our Hearts [Entire Talk]

2 minutes

How to Make a Moment Special

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5 minutes

A Well-Designed First Day

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5 minutes

Personal Touches Go a Long Way

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2 minutes

Pivotal Moments Can Be Sobering

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2 minutes

Challenges Lead to Insights

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Lots of Room for Improvement

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2 minutes

Best Friends in 45 Minutes

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