Business Skills: Chip and Dan Heath teach you how to create experiences with extraordinary impact


Do you have a dull job or your product fails to have an impact? Then this book might help. It focuses on simple experiences that seem small, but done the right way, can create extraordinary impact. These experiences can be transitions, like promotions or end of projects; milestones, like retirement or unheralded achievements; pits, like dealing with negative feedback or loss of loved ones.

After reading this book:

  • You see simple moments as opportunities for extraordinary experience
  • You know how to improve your company with moments
  • You know why you need more moments in your life

Something specific I really like

If you’re planning to enhance customer satisfaction, which clients are worth the time and money? They are divided into two groups: seriously unhappy and very happy. Most companies tend to put 80% of their effort into eliminating the negatives. Which seems logical at first, but the happiest people (in any industry) tend to spend more, usually about 9 times more. For example a seriously unhappy airline customer will either spend no money or up to $100 dollars over the year. If you manage to boost them to having neutral feelings, they will spend only $800. Compared to a very happy customer, who will spend about $2,200 a year. Spending 80% on very happy and 20% on seriously unhappy is the way to go, unless nobody likes your business.

Another thing I really like

Passion vs Purpose. Which would have the greater effect on job performance. You probably know the saying “follow your passion”, which would indicate that people who are passionate about their job would put in more effort. But, compared to high purpose, its effects are minimal. So minimal, that high purpose people put in 3x more effort than high passion people.

HIGH PASSION 80% effort 20% effort
LOW PASSION 64% effort 10% effort

Authors of this book suggest that graduation speakers to take note: The best advice is not “Pursue your passion!” It’s “Pursue your purpose!” (Even better, try to combine both.)

Quotes I want to remember

If you want to be part of a group that bonds like cement, take on a really demanding task that’s deeply meaningful. All of you will remember it for the rest of your lives.

Your moment of courage might be a defining moment for someone else–a signal to them that red is red, that wrong is wrong, and that it can be righted if we stand, together, against it.

The promise of stretching yourself is not success, it’s learning.

Dramatizing a problem sparks insight.