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• Main question: Where does the leverage come from?
• We’re constantly raising the bar on ourselves.
• Interactive Comedy & Magic: The $20 Bill Tear |
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• Story: The old way never worked.
• Shifting our focus to the generative creative process.
• 2 Questions that activate the process. |
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• The 4-part structure of the generative creative process.
• Developing & using “structural tension:” the most important principle for creating results.
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• Story: Henry Ford & the automatic transmission.
• The hallmark of great creative masters.
• Story: Bodine training for the Olympic Games.
• It’s not what the vision is… it’s what the vision does. |
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• Interactive Comedy & Magic: The signed $100 bill in the cigar.
• Standing Ovation. |
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• How do we get people to truly put their hearts into their work?
• #1 on the Top-10 List of what employees want from work.
• The effectiveness of Open Listening.
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• Interactive Comedy & Magic: Card on the Target |
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• Developing a passionate & loyal workforce.
• #3 on the Top-10 List of what employees want from work.
• Story: What a little recognition can do |
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• Improving system capacity & efficiency.
• #5 on the Top-10 List of what employees want from work.
• Gathering & utilizing ideas from everyone. |
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• Interactive Comedy & Magic: The $100 bill in the Cigar.
• Standing Ovation (partial) |
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• The service model has changed. We must set our sights higher.
• Maximizing the Customer Experience.
• Interactive Comedy & Magic: The $20 Bill Tear
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• It’s not about great performance. It’s about great performance from the customer’s perspective.
• Creating a level of service & value they will talk about.
• Story: Bob’s Bus - Finding moments for creating customer loyalty.
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• Customer Focused not Function Focused.
• Story: Service Commandment #1.
• Interactive Comedy & Magic: Mindreading stunt.
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• The wisdom of Karl Albrecht: Your customers will feel the way your employees feel.
• The human emotional system is an open system.
Story: Bodine & the sad waitress.
• Interactive Comedy & Magic: The Torn & Restored Card in the Orange.
• Standing Ovation.
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