Excellence Transforming Experience

Hi! I'm Heather and I'm a Learning and Training Solutions Consultant who loves designing inspirational and transformational training that moves people to action!

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Virgin America Safety Video a Surprise and Delight!

The first time I flew @VirginAmerica a few years back, I fell in love with everything, including their quirky, in-flight, safety video. This year, I noticed some of the other airlines adding more humor to their safety videos, in hopes of holding passengers' attention, but I'm sure, looking for cool points. It reminded me of competitors finally catching up with the first-of-a-kind, iPhone.

Well, looks like those other airlines will have to rethink their videos once again!  Virgin America's latest safety video taps into their musical genes and calls on the latest dance stars to play their employees. I was surprised they updated their already clever video, but knew this is what trend-setters do well. They set the bar!

Delighted, I was! I actually had goosebumps at the end and even flicked off a tear before anyone in my aisle noticed. I was moved by a combination of things: the new video was a surprise, safety topics were familiar but given new life, and of course the dancing and catchy song didn't hurt, I even knew the chorus by the end. I wanted to be one of these cool kids, and the video made me feel like I was. Corny, I know, but  this is the secret sauce of brand loyalty.

It is great when a brand can stay ahead of it's competitors and make you feel included in their innovation. Something as simple and potentially boring as a safety video, can be the details that retain loyal customers and even loyal employees. Virgin America aims to make flying good again, and they do so in many ways.  This is a perfect example of Excellence Transforming Experience. 

Video:

Buckle up to get down. We've enlisted the help of Virgin Produced, Director Jon M. Chu, Choreographers Jamal Sims and Christopher Scott, Song & Lyrics by Todrick Hall, Composer/Producer Jean-yves "Jeeve" Ducornet, Virgin America teammates, and dance stars like Mike Song and Madd Chadd to give our safety video a new song and dance -- literally. From the exit doors to the oxygen masks, no seat belt was left unbuckled.

~ Heather

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Geekin' - Nothing like home! Music Video

I'm visiting the FamBam, in Pennsylvania this week, and it's been a great getaway from LA LA land :)  I'm geekin' over this new Tim McGraw music video. Yep, Tim McGraw. I've been fond of Country Music ever since my AAU basketball team traveled to Amarillo, TX for our 14+under, National Championship (where we WON, the National Shoutout Tournament).

This video reminds me so much of the sunsets I get to see in my family's backyard. Of course as a Film and Video major, I'm in love with the gorgeous cinematography in this video. Ok, ok, I'm also a sucker for the lyrics... C'MON! I'm a Pisces.  Home + Summer + Family = HAPPYFACE!

Here's a pic of my sister with my adorable cockapoo, Iverson in the backyard. Check the video below. Happy Summer Face!

~ Heather

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"People will forget what U said, people will forget what U did, but people will never forget how U made them feel."

- Maya Angelou

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Happy Monday!

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Even though circumstances may cause interruptions and delays, never lose sight of your goal. Instead, prepare yourself in every way you can by increasing your knowledge and adding to your experience, so that you can make the most of opportunity when it occurs.

Mario Andretti, Race Car Driver

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Have fun doing whatever it is that you desire to accomplish. Learn it one step at a time, emphasizing the fundamentals, and do it because you love it, not because it's work.

Paul Westphal, NBA Coach

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The Secret to Delighting Customers

Love this!  Harvard Business Review always shares great, straight forward insights.  It can be difficult to translate your business' Customer Service vision to your team on the front lines.  Often your employees have the answer to being innovative and thoughtful, when it comes to Exceptional Customer Service.  I think it is essential that you engage with your people, and let them know you value them as contributors to your success. These tips help you put your vision into ACTION with your TEAM!

This is something I love sharing with Managers I train. Thanks for sharing my secrets HBR! :)

~ Heather

How Disney made great service habitual by putting their employees first.

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The 5 Levels of Leadership 

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#WordofWednesday COMPOSURE! 7 Ways Leaders Maintain Their Composure in Difficult Times

Leaders need to show more composure than ever before in the workplace. With the change management requirements, increased marketplace demands and intensifying competitive factors that surround us, leaders must have greater poise, agility and patience to minimize the impact of uncertainty. How leaders respond to these and other growing pressures is an indicator of their leadership preparedness, maturity and acumen. The composure of a leader is reflected in their attitude, body language and overall presence. In todays evolving business environment, it is clear that leadership is not only about elevating the performance, aptitude and development of people but more so about the ability to make people feel safe and secure. Employees have grown tired of working in survival mode and thus want to be part of a workplace culture where they can get back to doing their best work without the fear of losing their jobs.

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What The Top Five Brands Did To Win Customer Loyalty in 2013

Very interesting! 

What do the best brands all have in common? At a time when discounting has eroded customer loyalty, Chris Malone, Managing Partner of Fidelum Partners and author of The Human Brand talks about how the best brands are able to tap into the customer's subconscious and successfully convey a winning combination of "warmth and competence". Based on customer research, Panera Bread, Toyota, Tesla, Domninos and Lululeon are hitting the mark and have been crowned as the top five brands for 2013. Malone discusses what these five are doing right.

01/21/14 - 08:46 AM EST - TheStreet Staff

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Tumblr HQ Update: Week 342

Hosted the MLK Dream Code hackathon. Our youngest coder was six! Bottom right, the winning team shows off their demo.

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Wow! Super cool! 

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Great day outside!!!!

Not really what I see outside, but cool!

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“Art is a way of freezing time, or extending time. ... It's another way to bridge the gaps between us.”

Sarah Ruhl, playwright

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"If you don't know what your passion is, realize that one reason for your existence on earth is to find it."

Oprah