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Top 15 Takeaways - Mind the Gap Tour Raleigh

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The top 15 takeaways from the Mind the Gap Tour Event in Raleigh, NC. Stan Phelps presented Seeing the Customer Experience Gap, Tim Moore presented
Understanding the Workplace Generational Gap, and Gary Tomlinson presented Closing the Strategy to Execution Gap.

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Top 15 Takeaways - Mind the Gap Tour Raleigh

  1. 1. TOP 15 TAKEAWAYS Raleigh 2015 SEEING THE CUSTOMER EXPERIENCE GAP UNDERSTANDING THE GENERATIONAL GAP CLOSING THE STRATEGY TO EXECUTION GAP
  2. 2. ONE MORNING, THREE KEYNOTES
  3. 3. “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
  4. 4. BREAKFAST
  5. 5. GETTING Emcee Kevin Snyder STARTED
  6. 6. Stan Phelps SEEING THE CUSTOMER EXPERIENCE GAP
  7. 7. TAKEAWAY #1 Little things can make a big difference in customer experience.
  8. 8. TAKEAWAY #2 There is no such thing as meeting expectations. You either exceed expectations or you fall short.
  9. 9. TAKEAWAY #3 According to Gartner, by 2016, 89% of companies will compete mainly on customer experience
  10. 10. TAKEAWAY #4 The 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.
  11. 11. Develop a system to continuously renew the customer experience. Use the 3D’s - Discover, Design and Deploy. TAKEAWAY #5
  12. 12. UNDERSTANDING THE WORKPLACE GENERATIONAL GAP Tim Moore
  13. 13. TAKEAWAY #6 One of the biggest Gaps is found when different generations feel everyone is inspired by what inspires them.
  14. 14. TAKEAWAY #7 Some of the biggest Gaps are found in the way different generations try to communicate.
  15. 15. TAKEAWAY #8 By the year 2020 it is estimated that 55 million job openings will be created as Baby Boomers retire.
  16. 16. TAKEAWAY #9 A huge Gap is found when salespeople don’t understand that other generations evaluate and purchase differently than they do.
  17. 17. TAKEAWAY #10 Each Generation defines Team Roles differently and respond to different leadership styles. One size does NOT fit all.
  18. 18. CLOSING THE STRATEGY TO EXECUTION GAP Gary Tomlinson
  19. 19. TAKEAWAY #11 People can’t hit a target they can’t see. And sometimes telling them isn’t enough. You have to show them.
  20. 20. TAKEAWAY #12 Everything we do requires execution. Every strategy we set, every result we obtain, every gap we close requires execution.”
  21. 21. TAKEAWAY #13 No matter how you slice it, execution happens at an individual level.
  22. 22. TAKEAWAY #14 Knowing how to plan and execute strategy while performing the day-to-day tasks is the most foundational capability any organization can have!
  23. 23. TAKEAWAY #15 To know and not do… is to not yet know.
  24. 24. NETWORKING
  25. 25. LEARNING
  26. 26. DISCUSSION
  27. 27. 25 TAKEAWAYS High Five Conference 2/25 - 2/26 THANKS v Big thanks to our Table Sponsors
  28. 28. 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

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