TOP 15 TAKEAWAYS

Raleigh 2015

SEEING THE CUSTOMER EXPERIENCE GAP UNDERSTANDING THE GENERATIONAL GAP CLOSING THE STRATEGY TO EXECUTION GAP

ONE MORNING, THREE

KEYNOTES

“The business landscape has changed; business as usual is no longer usual. Today, leadership must respond to these challenges by creating new ways to focus on the gaps that hinder business success.”

- TIM MOORE

BREAKFAST

GETTING

Emcee Kevin Snyder

STARTED

Stan Phelps

SEEING THE CUSTOMER EXPERIENCE GAP

TAKEAWAY #1Little things can make a big difference in customer experience.

TAKEAWAY #2There is no such thing as meeting expectations. You either exceed expectations or you fall short.

TAKEAWAY #3

According to Gartner, by 2016, 89% of companies will compete mainly on customer experience

TAKEAWAY #4The distance between the stem of your brain and the top of your heart is nine inches. Customer experience is about doing the little things that reach the heart of your customers.

Develop a system to continuously renew the customer experience. Use the 3D’s - Discover, Design and Deploy.

TAKEAWAY #5

UNDERSTANDING THE WORKPLACE GENERATIONAL GAP

Tim Moore

TAKEAWAY #6One of the biggest Gaps is found when different generations feel everyone is inspired by what inspires them.

TAKEAWAY #7Some of the biggest Gaps are found in the way different generations try to communicate.

TAKEAWAY #8By the year 2020 it is estimated that 55 million job openings will be created as Baby Boomers retire.

TAKEAWAY #9A huge Gap is found when salespeople don’t understand that other generations evaluate and purchase differently than they do.

TAKEAWAY #10Each Generation defines Team Roles differently and respond to different leadership styles. One size does NOT fit all.

CLOSING THE STRATEGY TO EXECUTION GAP

Gary Tomlinson

TAKEAWAY #11People can’t hit a target they can’t see. And sometimes telling them isn’t enough. You have to show them.

TAKEAWAY #12Everything we do requires execution. Every strategy we set, every result we obtain, every gap we close requires execution.”

TAKEAWAY #13No matter how you slice it, execution happens at an individual level.

TAKEAWAY #14Knowing how to plan and execute strategy while performing the day-to-day tasks is the most foundational capability any organization can have!

TAKEAWAY #15To know and not do… is to not yet know.

NETWORKING

LEARNING

DISCUSSION

25 TAKEAWAYSHigh Five Conference 2/25 - 2/26

THANKS

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Big thanks to our Table Sponsors

Interested in attending the next Mind the Gap Tour Event or bringing Mind the Gap to your organization…

Reach out to: Gary Tomlinson gary@gary-tomlinson.com +1.919.847.6235