New York Times best-selling author Dan Heath to keynote Workhuman Live 2020

November 12, 2019 Sarah Payne

4-minute read

Dan Heath

My favorite grocery store is Trader Joe’s. It’s not because it has great deals (prices are low, but it never has sales). It’s not because it has the perfect selection (I often need to shop elsewhere for certain spices). It’s not even because it’s close to my home (the closest store is a 25-minute drive). So why am I such a Trader Joe’s fanatic?

Trader Joe’s cares deeply about customer experience – and it shows. The people who work there (“crewmembers”) go out of their way to be helpful. They’ll even open a box of cookies you’re dying to try. And if you don’t like them, that just means there will be leftovers for other customers to enjoy in the checkout line. Every Saturday morning, I grocery shop with my daughter, Mabel, and several crewmembers will stop and say “hello” and ask us how we’re doing. These are the moments that matter and make me a loyal customer.

Innovative business thought leader and best-selling author Dan Heath is a firm believer in the power of moments and how they can transform not only customer experience, but also employee experience, patient experience, or even family experience. Workhuman® is pleased to announce that Dan will share his business expertise as a keynote speaker at Workhuman® Live in San Antonio, May 11-14, 2020.

“Great experiences hinge on ‘peak’ moments,” he told Forbes. “Think of the way you might recall a vacation to Disney World. You don’t tend to remember the long lines and the sweatiness and the irritability. You remember the special moments: the adrenaline rush after riding Space Mountain. Or the time your kid beamed with delight because Goofy gave him a hug. Those peak moments dominate our memory of the experience. But those moments don’t make themselves! To improve the experience of others, we must create moments that matter.”

Dan co-wrote four of the most-loved business books of the past decade, including “Made to Stick,” “Switch,” “Decisive,” and “The Power of Moments.” He is a senior fellow at Duke University’s CASE center, which supports entrepreneurs who fight for social good. He is also an entrepreneur himself, having founded Thinkwell, an innovative education company. A former case writer for Harvard Business School, Dan was named in 2013 to the Thinkers 50, a ranking of the world’s 50 most influential management thinkers, and also to Fast Company magazine’s list of the Most Creative People in Business.

At Workhuman Live, Dan will share insights from his soon-to-be released book, “Upstream: The Quest to Solve Problems Before They Happen.” With an emphasis on practicality, he will weave together research-based tools along with fascinating stories and humor to teach Workhuman Live attendees how to become unconventional problem solvers

Be sure to reserve your spot for Workhuman Live today to learn from Dan along with Priya Parker and Daniel Pink in San Antonio.

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About the Author

Sarah Payne

Sarah is managing editor at Workhuman. When not writing about all things culture, leadership, recognition, and appreciation, she enjoys iced coffee, running, and spending time with her daughter, Mabel.

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