The Power Of Moments - Chip Heath and Dan Heath

Book club | 28.02.2020

The Power of Moments – Chip & Dan Heath

Our book shelf is always bursting at the seams with the latest reads. So, in the spirit of sharing, we created The Culture Club’s book club. This time our culture specialist, Nikki, reviews The Power of Moments by The New York Times best-selling authors, Chip and Dan Heath.

What is the Power of Moments all about?

It’s a guide to understanding and creating defining moments – whether it’s at work or at home. The book starts by challenging us to think in moments, of which there are three kinds:

  • Transitions e.g. Your first day in a new job, a promotion or the end of a big project
  • Milestones e.g. A big birthday, retiring or big achievement
  • Pits e.g. Receiving a complaint, negative feedback or even bereavement.

These are the moments that stay with us, but they are too few and far between. Defining moments don’t happen by chance. The book breaks down how to create special moments by using four key elements of memorable experiences: Elevation, Insight, Pride and Connection – and if you rejig it a bit, it spells EPIC! (easier to remember that way).

Who is it for?

If you work in an employee experience, customer experience or leadership role, you’ll get a lot out of it.

Lightbulb moments

I think I learned something new on every page, but here are my top three reflections:

1. Making a meaningful employee experience

If you start to think in moments, then you’ll soon realise that there are some seriously untapped areas of the employee experience where we can create memorable, peak experiences for our people. It’s not just about onboarding and promotions but all of those potential milestones in between. It’s an area where we have potential to be creative and tailor the experience to the individual.

2. Mega moments

Let’s think about those big moments such as company conferences. It’s a BIG investment for a business, so we should make it a mega moment. The EPIC framework gives you some science to play with in creating an event that will captivate colleagues and get the return on investment for the event.

3. We can all make mega moments

On an individual level, we can all be the authors of our own defining moments. There are great examples about how we can rethink goal setting. Rather than base it on numbers and dates, instead we can create milestone moments. Rather than ‘improve customer satisfaction by 10%’, think ‘get a glowing review from one of our customers’.

Would you like to read this book?

Once we’ve finished reading a book, we share the headlines and then pass it on to anyone who wants to read it – just send us a message and we’ll pop it in the post. Once you’re done with it, you can either let it live forever on your shelf or share it with someone new.

If you’d like to read this book, email

The Power Of Moments - Chip Heath & Dan Heath