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00:00:01
yeah yeah
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ah yeah they'll let me that ah
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july that shiny new into a ladies and gentleman that he
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thinks he yeah in a chip that it ah
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it is one of the things that any of you here tonight
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yeah i'm sitting around here i thought i'd like to be back here
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and a question about how or why well today it would be safe
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they've given me if morning track or if i cannot that's
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french indigo eyes it's ready to buy into it see
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lucy you up actually i don't know i don't i don't think too with a link
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to the new generation of business leaders well no i cannot place it all night
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direction and ah attention up the billable meeting industry
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i don't think that i tell us that it's not that having one colour about world
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every try anything with blank many she i
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did he adaptability everything we do
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or if you had to pick at ha ha ha i describe
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our company's future what colour what shall it would that be
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i don't want to do when i wanted somebody next to you
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know you did not see we've just a few moments ago
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somebody near a i don't know i mean the ah ending your
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best check x. games i want if i am atlanta
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i dunno got that yeah not strike or it's not that i'm not not and i don't know ah
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yeah i don't know yeah young guys uh like ah
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that each ah ha ha ha ha describe all these huge add why
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you'll fix the seconds with when you ah ah ah ah
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ah ha
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yeah
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i actually ah without letting you in on a
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ah ah yeah oh
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i yeah i ah c. or
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yeah i like the friendship
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and thing like anything gentleman that morning go off to age
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will get all ready to accept and embrace the future
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i think to each and everyone of ah for colour that will asking to change all
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labels because the well i it's not that will that we think it to be
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i would challenge us to change our mind face in order to next thing
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all these negative trends nation that we all experience thing
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i'm very good if morning ladies and gentleman in if that we
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no longer see right when that we come round way
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but the negative news of today will become the positive is often or or
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if only we just change our field yeah j. they've company can be an can but provide digital
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marketing advice and counsel to founded will cluster recognisable
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brand of the united nations and fiscal or
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but he lived with book which had everyone red hot under the collar
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if the well the very first long after after that and then you
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had who'll creative ladies and gentleman please welcome o. j. they
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or
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thank you so much tina walking everybody i think planted the colour right so the colour
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or several colours all at once i'm not really sure
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by twenty twenty a majority of all purchase decisions
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will be based not on price not on availability but on the customer experience
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and we taught about customer experience all the time in business no no we we hear
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about it we talk about in congress is like this one we read about
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but i think we older complicate customer experience so much
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is actually quite simple customer experiences how we make our customers feel
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how we make delegates feel how we make business partners you
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and those the liens or written entirely by the expectation equation
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every customer every delegate every business partner
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every team member carries around with them a set of expectations
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at all times in who do the exact same thing
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you have an expectation for how this fantastic you get congress will
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go you have an expectation for how this monday morning
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wake up call will go if you hadn't expectation for what was gonna happen when you walk what parachute this morning
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we all have expectations all the time
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and when as an organisation you can exceed those
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expectations vets we're a great customer experience loss
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and when you fall short of those expectations that's where you deliver a
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terrible were unsatisfactory customer experience it's just about feelings and expectations
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now there are a number of ways that you can exceed expectations but perhaps
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the easiest way and the best way to do so is with servers
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is with circus but the problem is most organisations including you
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wore organisations believe that they already are good at this
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in fact research from the consultancy dana found that eighty percent
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of companies and organisations say but they deliver superior customer service today eighty percent
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use the problem with that each percent of customers agree yeah so you can see there's a there's a bit of
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a miscommunication about what great customer service actually it's we
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all think we're good nobody thing still back that
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if you interview one hundred organisations zero of them
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will say yeah we're pretty bad customer service
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nobody thinks they're back that but yet many organisations or that that
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sure this used to be in expense for decades centuries model when yeah
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customer service with viewed as an expense in every kind of organisation it was a
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cost we'd have people to into the phone people to into the email
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it was a cost no great service is how you get
00:09:05
new delhi gets new partners in new weapons for free
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because when you exceed expectations with service people talk about that
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and they come back to your destination they come back to your facility
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again and again and again and again because they cannot believe uh_huh how good you or
00:09:28
how important is this dynamic ninety percent of all considered purchases
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are influenced in some way by word of mouth
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ninety percent and there's no purchase that more considered than
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the congresses and conventions industry people are balking
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event six seven eight years in advance that is the definition of a highly considered purchase
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so the more you can get delegates partners potential of
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ben's talking about your destination talking about your facility
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that's how you build an organisation
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today expectations for customer service or solo
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we expect so little that you can easily exceed expectations
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income whole word of mouth if you make word
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of mouth in voluntary they cannot help themselves but to tell other people how good you really are
00:10:31
but in order to do that in order to make sure this one of the
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driver took a success of your organisation if you first and fundamentally must embrace
00:10:41
complaints as tina said bad news is actually good news
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i've been in business for twenty five years now
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and i've learned one thing and that is where he's used massively overrated
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praises the most overrated being in business and probably the most overrated thing in life
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because every time somebody says to you how your
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soul rated this oh you're so great that
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thanks to attack
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but it doesn't teach you anything because in almost every case we
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oh great you know what we're good at don't we
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you already know what your destination is good at your email your fist would used to that
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your email what your association or organisation as good as would have that ratified
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they have that repeated over and over and over is satisfying here but you don't learn anything
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what makes you a better business person which makes you better organisational makes you a better spouse or
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friend or parent or partner is negative feedback in
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criticism it is b. roll material of improvement
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and you can build a whole organisation i think in this way
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my friend aaron pepper was until recently the head of guest relations in marketing in a for
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loop on pretty yeah which is a chain a big reason cafes are based in brussels
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we have two hundred and twenty five locations many here in canada or europe some of us as well
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what are we started this new position
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the first week she called the meeting all the executives in the company
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the head of marketing the head of human resources the head of information technology the head of finance
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you said i have a plan is it here and welcome to the company teller sharply
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yeah 'cause my plan is that we're going to get three times more complaints
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and this would we don't like to play and we don't like the plan at all
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is it no hear me out
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we're very good sheen of big reason cafes are we not me also yes we were very good
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but you were not the best and the only way we can be the best is to continue to improve in
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all the we we can get it will propose to understand the things that we're not perfect that today
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so we're in diagnosed all the different intersections
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but the business had with their customers website email social media
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sign each in the restaurants word of mouth from cashiers would take the money of the front counter
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and every one of these intersections she included a request for customers
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back something along the lines of your at low pocketed
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here and we want to be the greatest raymond so big reason cafes in the world we need your help to
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get there please let us know exactly how your experience was today you can call those you can email us you
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can find a site where you can send us a fax if you are living in my t. ninety five
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you can do any of these things and guess what happened my friends
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you get three times more complaints
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but the main analysts those complaints in found some
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things that would probably need to their customers
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areas where they were not meeting expectations in these were things that
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were previously invisible to the company and they fixed those things
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i guess what happened next
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all the complaints one away
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what here and understands but all of us must understand
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is that to get fewer complaints
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we first must get more complex it is a two step process
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now it is difficult to get complaints it is difficult when somebody complains to do which is difficult
00:15:11
when somebody complains to me but i want to to understand that mathematically it is quite rare
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how weird right out of every one hundred dissatisfied customers
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only five will complain in a way that you can find it and that's across
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every possible contact mechanism that's phone email social media face to face letter fax
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five out of one hundred the other ninety five or just disappointed in disappear
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so that people who take the time to complain to use you better
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time to to make you better or actually doing you a favour
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and there is um he's seen rob while couple psychological phenomenon i wanna make sure you understand
00:16:03
this has been tested again and again and again and again by university researchers all around the world
00:16:09
here's how it works delegates in partners who have a problem you can successfully picks
00:16:18
or more liberal and advocate more strongly on your behalf when people who never had
00:16:24
a problem at all the greatest way to create loyalty in any audience
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i used to have a problem in fix it for them
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so what this means is that the people who dislike you the heaters
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that's not your problem ignoring them yes
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one of the easiest ways to exceed expectations which service
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if by being more responsive we're in an era now worse the you'd
00:16:58
matters responsiveness equals here we in many ways particularly in social media
00:17:07
in social media forty percent of the people who complain installation media reader
00:17:13
in particular expect a reply in sixty minutes think about that
00:17:18
forty percent of the people who complain in social media
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expect to hear back from you within one hour
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in most organisations are simply not set up to do that today
00:17:33
our friends that you got or if anybody's reacted to that you can roll
00:17:37
put a hatchback you'll see just how responsibly order that is the exception
00:17:41
not the norm sometimes we feel to me this test last
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year in the us amanda want wood or insert guys
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i'm trapped in an amtrak elevator at baltimore's airport interactive
00:17:55
us train system as many of you know
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i'm trapped in an elevator in the airport two hundred in five days later
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i'm not making this up yes
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uh_huh
00:18:19
raise your hand if you think that's fast enough anybody to to
00:18:23
they just if they just wouldn't put at the very end uh_huh
00:18:28
the tiny skeleton m. o. g. would have been much
00:18:34
masterpiece
00:18:37
not fast enough uh_huh but some organisations are incredibly fast and my favourite example
00:18:43
is k. l. m. the royal dutch airlines to have a program
00:18:47
at amsterdam such deplorable reduced was a couple days ago work you leave something on a flight
00:18:53
kendall headphones sunglasses small child yeah it happens they will find that
00:19:03
i don't and give it back to you before you
00:19:05
even knew that you lost in the program is so successful they had to give them hope within his watch this
00:19:12
i asked yeah i cannot
00:19:21
and our rationale i admire
00:19:26
ah yeah for such i mean i had to go in and check
00:19:32
i think you've everywhere clever financier again no direct i yeah
00:20:16
right
00:20:17
but i actually like
00:20:19
i don't know
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those
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ah oh
00:20:48
huh huh huh
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crack
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if you just get a beagle
00:21:01
perhaps the secret to customer service you just have to have it be able friends
00:21:06
we trust people for more than we trust organisations we trust each other
00:21:11
and the best way to compel word of mouth to get delegates important
00:21:15
was talking about you or your organisation is to shock them
00:21:20
with customer service but the only way you can do that used to truly embrace
00:21:28
complaints
00:21:30
and repair extraction pressure
00:21:37
yeah yeah at
00:21:43
alright to i had an evil others well done thanks jack right here
00:21:49
now are a word of warning about our next guest speaker
00:21:56
fluffy awful interface that we remove those rose coloured glasses that
00:22:02
with like off early on or at the very least
00:22:05
run the them when it comes to talking the truth
00:22:08
about diversity if you think that with my progress
00:22:13
stop and get ready for a reality check hundreds of companies
00:22:17
have turned up here with a new high payroll design
00:22:21
i'll abide by what is the hydro design if you've never heard of
00:22:24
that of all the new black to change the status quo
00:22:29
she's an organisational hacker format intelligence officer she it down there and see all
00:22:35
of the management and concept here and we are the story to it
00:22:40
would you please get a very warm it how well can just off the awful
00:22:46
hi
00:22:53
her hello oh
00:22:57
how are you
00:23:00
really how are you
00:23:02
where a a good because i need to do like this
00:23:09
okay i think we just started with the click how many of you like soccer in here
00:23:15
great and everybody understands soccer i think it's not the
00:23:19
most global a sport so let's watch this
00:23:30
ah
00:23:41
i i
00:23:46
okay so what does this eclipse health i've well
00:23:52
three days first don't celebrate too early
00:23:58
second it never give up hope
00:24:01
and for don't quit your job until it's done
00:24:07
and for me this clip is a great visual reminder oh what changes look like if you want to
00:24:13
achieve gender diversity at the workplace in the organisations where
00:24:17
you work and to let that booster potential
00:24:22
so let's go to that don't celebrate too early part i did
00:24:28
that once myself actually when i was twenty years old
00:24:33
i was just all female of doing military service in
00:24:37
the intelligence units of the swedish armed forces
00:24:42
i was i celebrated but i was elected to this extreme unit
00:24:47
where we during the base would train with the paratroopers just divide
00:24:51
in the field in during the night study hard very hard
00:24:57
i i was what name i was amazing because not many women enjoy this unit it for me
00:25:05
and i thought that i would have the fame correct is it to be for
00:25:08
them to be my best as the rest of the crowd the guys
00:25:14
our first month on duty we ran half marathon i had fifteen q. lesson not that i've done
00:25:19
in my hands and i ten minutes top ten not a sixty i wasted right yeah
00:25:28
i was so impressed by my own performance i but then the guys told me i was lucky
00:25:35
they told me i was lucky when escort at the shooting
00:25:38
range even when outperformed then on the academic sounds
00:25:44
no skills only like
00:25:48
then i turned twenty four years old and and that the private sector as they're risking crisis management consultants
00:25:54
it that profit maximising company there was no talk about gender balance not at all
00:26:01
we cannot find any competent but then we all recruits based on content you know
00:26:08
these are the kind of excuses i heard from business executives when and prioritise differently they said
00:26:15
when men do not want to become managers you know the question excuses
00:26:20
me well i was too young apparently to an experienced not qualified
00:26:28
and by their standards that were right because i was in the world made by man made for men
00:26:36
with traditional mail takes on how to evaluate performance
00:26:41
get a promotion or even get one's voice heard during a meeting
00:26:48
and i was no matter so i was not qualified sit the logic really
00:26:56
getting one then i see it on the table in that board or the executive management team
00:27:02
writing some nice words or on paper like political correct
00:27:07
you know yea mostly often call equality planner light
00:27:11
or having those specialised programs for will choose empower them to educate them
00:27:19
well that's that's sad story and that's that's sorry
00:27:24
if if celebration for most companies today
00:27:28
when they celebrate their efforts to cheat gender diversity in the workplace
00:27:34
and they do celebrate too early because these checkbox activities don't change anything
00:27:42
you'll still and not having a card at the top and on your most business critical
00:27:47
position a bunch of people looking just like one another thinking just like one another
00:27:56
making decisions in a similar way and having the same ways of interpreting the world around them
00:28:03
and that's extremely bad for business right
00:28:09
so let's move on to the never give up hope part
00:28:14
let's face it we're are biased we're o. lacking in neutral perspective
00:28:20
we're interpreting the world the people and the thing around us
00:28:26
we're just program like bass says way back to react enter instincts
00:28:31
void what's not good for us avoid the thing that might feel threatened us
00:28:37
i've i've been not so comfortable things and then not familiar things
00:28:42
i don't know how many times i'm mistaken bats stake in the forest for snake when i'm not running have you
00:28:49
it's an instinct right and i would never crossed the street if i see this
00:28:53
have a chart coming towards me that's crazy i don't want to die
00:28:58
but imagine i was at my work screening recently as from candidates that want to get
00:29:04
a job where i work and soundly and noticed that oh dress in may
00:29:09
different me different gender a different trait or whatever that might be that might feel familiar
00:29:16
would i then react just as i did in the forest with a steak and put that trust me
00:29:21
in that trial there is it is that the people that i will not call training do you do most people do
00:29:29
oh what what is that track coming towards me if they knew
00:29:32
coolly and then our design like shit it totally reminds
00:29:36
me of that stupid scary person i met last year that's get help me i would i trust that person i
00:29:45
the thing if we don't interpret the well that's it is we interpret
00:29:49
that well as we are and what we define as normal
00:29:53
and when then at the top or in this this critical position is not normal but manner
00:30:03
so our brain is programmed to avoid the unfamiliar things but
00:30:09
the good news is that we can be programmer brains
00:30:12
we can design process is every teens or taxes i like to call it
00:30:17
that will help us in those critical moments where we'll
00:30:20
letter brain interfere our decision making or judgements
00:30:25
there is still hope in humanity what if we took away name gender age
00:30:31
nationality previous work experience educational background in the resume is no we recruits
00:30:38
well we have seen that that has a huge impact on what type of people get cocky to the first interview
00:30:46
oh what if you start to keep track on the air time or
00:30:50
at that time men and women are speaking up during a meeting
00:30:54
you will probably see that sixty five to eighty five percent of their time is taking up by now
00:31:00
that's what it is but how will this tool helpless well it would give us a hint
00:31:07
on how we see people every time it will lead that we will facilitator meetings in a
00:31:12
different way in the future and probably making sure that everybody get to speak at
00:31:18
what if we counted the number of men and women talking
00:31:22
on stage at an event maybe akron was like this
00:31:25
in general we often find that eighty percent of men twenty percent are women
00:31:31
that tool might help us to see this is how we present expertise
00:31:36
but also now we make shorthand if it if it does that and the next event
00:31:40
because we don't want to miss out on the diversity of perspective and diversity of thoughts
00:31:47
so these are some tools or hacks as i call it that helpless it
00:31:52
that we let the brain do the work for us without reflecting
00:31:58
so the last thing don't quit your job until you're done until it's done
00:32:03
so our brain is working against adversity we don't like what i'm familiar for us
00:32:10
and acting as we had done up until now is a total waste
00:32:15
companies has does start trying to fix the when they
00:32:20
stop trying to reshape them so that they would fit the system
00:32:24
but instead we shape and fix the system so we get the win
00:32:29
because money talks let's take the case with one of your p.
00:32:34
s. largest car brands they were launching a new feature
00:32:37
to zone air conditioning with me that you can have heat on one side and co one side
00:32:43
eighty six percent other people buying this brand are women
00:32:48
but no one then sat in the team developing this marketing campaign
00:32:54
obviously
00:32:56
so you see
00:33:00
and this is a true story
00:33:04
but how did pave at affect their sense numbers
00:33:11
or let's take a k. a. the case with christ is that means do you know when
00:33:15
the first female christ as tammy became the mandate heard part of rental car crash tests
00:33:21
it was fine years ago five years ago two thousand it well
00:33:26
up until then the average guys did for us all and according to
00:33:30
test with female mannequins small when and where almost three times
00:33:36
as likely as donate counterparts to get seriously injured or killed
00:33:41
and imagine we had this insurance company calculating waste just a fee
00:33:46
for the choice and they are using this as an input
00:33:51
have you ever global top ten management books of all time i had
00:33:57
you find nine men one one and all of them are from american us or europe
00:34:03
if that perspectives enough to get a sense of what it takes
00:34:07
to leading grow a global endeavour's company up to date
00:34:13
doing your job until it's done requires that you ask itself three things
00:34:18
what is the contents and who gets the right to define as the like that competence
00:34:24
what respect is due r. t. ne or our company
00:34:28
you know company actually reach out you understand reflect our customers
00:34:35
and of course in what situations might might be
00:34:40
hearing myself consciously or unconsciously letting my brain didn't work for me letting
00:34:46
my preconceptions and prejudices run people interfere my final decision attachments
00:34:54
funding up
00:34:57
then dominate the well the work are the biggest companies only five percent or one by one
00:35:04
actually if you were written and run big companies that don't then named john or
00:35:12
only one favour of the boards had a female perspective press it
00:35:19
so i'll
00:35:21
last slide if we want to get the use of gender diversity let that impact our decision
00:35:29
king how we stretch it out how we make decisions how would create that it that in your case or whatever
00:35:36
we have to do three things firstly i don't celebrate you really never give
00:35:41
up hope and don't quit your job until it's done thank you
00:35:52
oh yeah right
00:35:57
okay here thank you for not severe really appreciate it ends up a yeah when i can and number
00:36:02
that here filter out the congress the next time you favour will be tomorrow at ten forty five
00:36:08
now if i told you that he had the potential
00:36:11
to re energy i've enjoyed often no interest factor
00:36:15
that night second this would be all you would need in order to ignite
00:36:20
fresh thinking and talking about hive yeah would you be interested uh_huh
00:36:26
ah now let me ask that question would you be interested corral whilst
00:36:32
you all all when i think of things to granting july planning
00:36:36
meeting the spokane e. creating john i think problems all the time
00:36:41
and thing wouldn't you love to chafe cut the class there
00:36:47
i don't think you need to just have separate either
00:36:55
uh ladies and gentleman line format in a minutes maybe two or three
00:37:03
the audience with i would like you to take it to the right in
00:37:10
and put your feet flat on the grounds
00:37:14
i think that's great thought mining straight
00:37:19
up feel that connection of your
00:37:23
feet on the grounds and and cross usually if they're still cross
00:37:28
ninety degree angle with yearly if we knew he hands on your thighs and
00:37:35
yet again intentionally feel that connection chin
00:37:41
parallel to the ground spine huh
00:37:47
no touching of your back on your c. it's it's always the thing yes yes yes
00:37:54
it's always the theme processes of creating that self awareness
00:37:59
creating that's peace of mind phone us and now
00:38:04
close your eyes keep your eyes close for that you ration of this
00:38:08
mine formats self awareness pack it's the lack of if he's
00:38:17
i think if you in health deeper and if you mix yells the
00:38:25
she and then see if you can simply
00:38:31
let your breaths alone actually
00:38:35
freely and attached just like it wants to flow
00:38:43
without you work interference
00:38:47
nothing strange is going to happen you will not float away
00:38:52
you will not have any magical mystical experiences is no right or
00:38:59
wrong way to packets years simply paying attention to your breath
00:39:06
petition has nothing to do with becoming a buddhist
00:39:10
or learning any east to ceremonies and rituals
00:39:15
the tuition is not it's key from reality it's product that's over
00:39:21
time helps you focus beam were present in the very moment
00:39:29
take this opportunity now to observe how your breath flows she worked with t.
00:39:39
fast or slow
00:39:42
how and where in the hell let's try to be still
00:39:48
and not to automatically reacts to tingling with like discomfort
00:39:54
mostly like the inputs from you work on in
00:39:58
the mind keep your focus on your breath
00:40:05
this should be a pact with the simple thing will point focus
00:40:12
as the breath flows
00:40:14
and if in a hell
00:40:17
turns into exhale
00:40:20
excel turns into in hell continue recognising that
00:40:25
connection if your feet on the grounds
00:40:29
your hands on the lake this your spine straight your chin up in your face relaxed
00:40:39
let go of getting involved the carried
00:40:42
away with thoughts remarks or comments
00:40:49
that very clutter and and stillness of your minds
00:40:56
the kong of rule of an observer
00:41:01
be fully presence
00:41:04
and then vision that colour of success that you just
00:41:08
identified with a moment earlier right supportive and clear
00:41:17
twenty seconds of noble silence
00:41:43
keep your eyes closed
00:41:46
the break in analytic signal again and hold
00:41:50
that very presents that awareness self awareness and mine phone that's that is
00:41:59
slowly open your eyes
00:42:04
stretch you've welcome back
00:42:09
mine fullness very if gill in process of being aware of
00:42:16
the present moment experience with with curiosity and acceptance
00:42:25
mindful method it's very cool where it's simply
00:42:29
in beach awareness simple as that
00:42:41
henry lawn i cannot generate
00:42:46
right anything you can catch an array on a number of
00:42:49
occasions around the congress at the connect mind body stations
00:42:54
yeah oh yeah oh yeah i let me just once again thank out hurry and and
00:43:00
for wonderful speak it's good and i actually think everyone about a little later on
00:43:05
j. bay i feel fall and we're a long but push all and up
00:43:09
there but i lashed or would you please don't want okay true however
00:43:18
and you know one delegate if we uh choose to go out and me awfully high ain't real world today
00:43:26
actually how much you contribute and how much you gang well actually
00:43:32
did ten and the wonderful think faith all based call great
00:43:36
and we ask you that you let the kaleidoscope of like a colour beal inspiration
00:43:42
it's gonna be a wonderful wonderful colour if it can delegate you are officially white

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