Reference library exploring leadership & human performance

Tag: LEADERSHIP

WOW Experience

Have you ever had a positive experience that you couldn’t forget? One that made a lasting impression on you? We call these “WOW Experiences.”

Over the c0ming years, we will be writing more about WOW Experiences and how you can create these in your everyday life, relationships and business.

The below article is from 2002 however, it is as relevant today as ever!

From Service Economy to Experience Economy

For years now, the world’s developed nations have seen a steady migration from producing goods to providing services.  Based on current figures available, on average the service sectors represent 65% to 80% of total GDP, with Industry around 30% and Agriculture ranging from a 1% for the United Kingdom, 1.7% for the United States and 7.4% for New Zealand.

Much of the manufacturing has moved to the lower cost emerging economies, which have seen a migration from the Agriculture sectors to Industry.  As the emerging economies have competed with each other for manufacturing business, their competency and capacity to add value through services have increased and become a strategic competitive advantage.

In the United States, 65 of the top 100 companies are from the service sector and the Bureau of Labor Statistics figures for the decade ending in 2010, predicts that goods-producing industries (like mining, construction, and manufacturing) will create 1.3 million new jobs, compared to 20 million for the service sector.

So the service sector continues to provide the majority of new jobs and fuels economic growth for most of the world’s economies.

The most significant trend in the service economy is the move towards experiences.  It is no longer enough to provide an adequate service that meets or even exceeds expectations.  In order to build a long-term relationship that compels clients to return over and over, it is necessary to provide a WOW Experience that is unforgettable and has them telling all their friends and associates.

WOW Experiences, are the strategic differentiator that will have one service provider stand out from another.

Here are some examples of WOW Experiences in action.

On a business trip, we checked into one of our favorite Hotels – the Ritz-Carlton.  We stay with them frequently so they have gotten to know us, and our preferences.  On this occasion, we not only paid the lowest rate possible for a standard room but were automatically upgraded to a $750 a night Club Suite.  One of the best features of this property is their Ritz-Carlton Club.  They serve complimentary drinks, breakfast, lunch, dinner, and snacks in between.  We proceeded to have back to back meetings and not only had our meetings in the Club meeting room, but our guests also helped themselves to meals, drinks, and cappuccinos all day.

We were fully expecting to be billed for the extra guests and at the end of our stay the Club Manager winked and said don’t worry about it!  WOW!

On another occasion, we were at the Ritz-Carlton Resort & Spa in Bali.  This has got to be one of the best resorts on the planet!  The Hotel made a small mistake around our allocated room – and before we could say anything asked “how can we make it up to you?  Would you like a free meal, or perhaps a massage for you both?”

We both spoke in unison “the massage would be nice!”  Upon returning to our room, we noticed that there was an incense burner in the bathroom.  It was filled with the most beautiful smelling oils.  So we called the Butler in the Club and asked if they had any in the shop that we could buy to take home with us.  They called right back and said, “I am sorry the shop is out of stock, so is the spa and housekeeping had run out also.

We were disappointed but quickly let it go.  A half hour later the doorbell rang and a Balinese Maid was standing at the door with a huge beaming smile “here you go” and handed us a huge unmarked bottle.  WOW, they had searched high and low around the resort to locate the only bottle on the property – in order to make us happy.  “How much do we owe you?” we asked.  “Nothing” she replied. WOW.

At the end of our stay, we asked for a car to deliver us to the airport.  No problem.  “How much do we owe you,” we asked.  “Well, the usual charge is US$25 to the airport, but for you no charge.”

WOW, thank you!

We take the concept of WOW Experiences very seriously and are constantly looking for ways to provide these to our clients.  On one occasion a client was flying in to meet us from Hong Kong.  At the time, we had rented a beachfront Villa at the Le Meridien Resort & Spa, which was over an hours drive from the airport.  As this client had never flown in a helicopter, we arranged to have them met at the airport and secretly whisked to the helipad.  You can image the delight and surprise of their first flight in a helicopter!  A definite WOW Experience!

Contrast these experiences with a recent stay at the Five Star Stamford Plaza Hotel in Auckland, New Zealand.  In this case, we paid for an upgrade to an Executive Club Room.  The first thing that went wrong was our first room service order, and then our second order and then the third was wrong too.

Then on the second day, as we were in the Club Lounge surfing the Internet, a carpenter began to dismantle the room around us!  Huh, “what is going on?” we asked the carpenter.  he said, “We are renovating the Lounge and the Business Center”.  Oh, “how come no one mentioned this to us, and why are we paying for an upgrade when we can’t even use the Lounge?” we asked the Hotel Staff.  “Not to worry”, they said, “it will be finished by the end of next week, sorry for the inconvenience.”

What?  We called the front office and asked for the upgrade to be refunded.  To give you the short version we had to argue with the Hotel to get what we wanted, and in the end, they never made any attempt to make amends for the problems and only did the minimum necessary.

This is what you would describe as a “negative wow experience” where we will advise our friends, and associates to not stay with this Hotel.

More than any other time in history it is no longer adequate to do the minimum necessary.  In order to make it in the hyper-competitive economy of the future, it is necessary to provide WOW experiences.

© Goldzone Education. All rights reserved.

Stop Managing and Start LEADING!

“People don’t want to be managed. They want to be led. Whoever heard of a world manager? World leader, yes. Educational leader. Political leader. Religious leader. Scout leader. Community leader. Labor leader. Business leader. They lead. They don’t manage. The carrot always wins over the stick. Ask your horse. You can lead your horse to water, but you can’t manage him to drink. If you want to manage somebody, manage yourself. Do that well and you’ll be ready to stop managing and start leading.”

– As published in the Wall Street Journal by United Technologies Corporation

Leadership Dynamics

Which of the following Leadership Dynamics are you committed to lead in?

  • Personal Leadership
  • Family Leadership
  • Community Leadership
  • Team Leadership
  • Executive Leadership
  • Business Leadership
  • Industry Leadership
  • Political Leadership
  • Spiritual Leadership

Goldzone’s leadership technologies offer a fast-track to lead the field in your chosen area.

The Cost of Mistakes

“Recently, I was asked if I was going to fire an employee who made a mistake that cost the company $600,000.  ‘No,’ I replied, ‘I just spent $600,000 training him. Why would I want somebody to hire his experience?’ “

– Thomas J. Watson, Founder of IBM

One in Three Women Die of Cardiovascular Disease

More than one in three women will die of cardiovascular disease… The numbers are staggering. Many women think that heart disease primarily affects men; however, it is the number one killer of women in the industrialized world.

Are you familiar with the warning signs? Do you know what action to take that could save your life or the life of a woman close to you? Cancer is the number one killer in Singapore and the UK (and the number of cases are on the rise) whereas cardiovascular disease is the number one killer in Australia, Canada and the USA.

What is a Leader?

True leadership begins with personal responsibility and combines vision, commitment, communication, compassion, courage, decisiveness, integrity, organization, strength, and the ability to influence and inspire others. If you can’t inspire people into action, then who are you leading?

The Oxford Dictionary defines a leader as one who leads or has followers.  If no one is following you, how can you call yourself a leader?

New Paradigm Leadership

↑ 16 Slides.


When hearing the words “leader or leadership,” most people assume that the reference is to the people at the top – in the power positions with authority. We don’t often think of the managers, supervisors, and team members who make up the organization.

Do you see yourself as a leader?

Ask any room full of managers how many are leaders, and you will find that most managers do not see themselves as leaders, and yet, how do you manage without leading?

Leadership is one of the world’s oldest and most widely studied subjects. As prophets, priests, and kings, leaders have long served as symbols, representatives, and models for their people. In modern times athletes, musicians, actors, businessmen, and gurus have replaced the kings of the old.

Leadership is often perceived as elite, hallowed, special, and reserved for the minority of people at the top with “true” power concentrated in their hands. These people dominate the organizations or groups they lead (at least until someone overthrows them and takes their position) through the age-old methods of authority, domination, command, and control.

This leadership style leads to organizational structures that produce results by forcing compliance, adherence to rules, established conventions, and old ways of doing things. Change is seen as a threat – even though it is openly stated that change is required – when it comes to taking action, new ideas and ways of doing things are often met with anything from mild hostility to outright resistance.

The Hands of The Few

This concentration of power “in the hands of the few” may have worked in the past when things remained unchanged for long periods of time, however in today’s world, the pace of change is accelerating exponentially, and we are living in a world where globalization isn’t the stuff of the future – it has already happened! We are more connected to our neighbor countries on the other side of the planet than ever before. There is a free flow of capital, ideas, information, technology, goods, services, and people worldwide. Ferocious competition is breathing down our necks from the most unlikely sources.

This new world requires a new leadership style that is very different from the successful formulas that worked well in the past. This is a counterintuitive, very difficult thing to do… to let go of the things that made us successful in the past. And yet this is exactly what we must do to survive – let alone succeed in the future.

The transformation from Position Power to Personal Power

It’s all about power.

Who’s got it, and who wants it?

It is well known that traditional leadership models are based on gaining and keeping power through establishing a top “position” and then protecting one’s ‘turf.” The thought behind this is that power comes from position, cannot be shared, and that is somehow diminished by sharing.

So if a leader has spent a lifetime building, enhancing, and developing their power base, they will not easily empower other people in the organization. Yes, they will talk the language of empowerment – but when it comes to moving the decision-making – the words don’t quite translate into actualities.

This type of power is known as Position Power, which comes from formal authority or the right to command. Results are achieved by Autocracy, coercion, and the extensive use of punishment and reward (if you agree with me, I will reward you. If you don’t agree with me or do what I say, you are punished.)

Position Power works when you are in a position of authority over the person you are working with; however, it is ineffective when influencing networks of people in other departments, suppliers, customers, peers, and project teams. If people have no choice but to do what they are told – then Position Power works. However, with increased demand and competition for talent, using autocracy is less and less effective. It can be outright counterproductive!

No longer is economic success dependent on natural resources, manufacturing excellence, and scientific or technological prowess. Today, the terms of success revolve around an organization’s ability to mobilize, attract and retain creative human talent. Every competitive dimension depends on the creativity and ingenuity of the people that make up the organization.

It is impossible to think of new ideas and creative and innovative solutions that defy old ways of doing things if we are afraid of making mistakes and constantly worry about the real or perceived threat from a leadership style based on autocracy, coercion, and punishment.

Leading a team of creative talent is very different from leading a factory line of workers who do similar tasks repetitively or service staff who provide functional service. It simply does not work to command creativity! Can you imagine Mozart or Picasso being told to produce or told, “you are out!”

Many of today’s leaders are still operating from this old leadership model.

Leadership in the creative environment of the future requires a vastly different paradigm. Today’s new model involves partnership, cooperation, and team. It’s not about abandoning Position Power – it’s about adding, developing, and enhancing every individual in the organization’s Personal Power and working the agenda together in a partnership.

The most significant difference between Position Power and Personal Power is that the former is handed over or given to a person. In contrast, the latter is developed through personal development and improving one’s ability to communicate, influence, and inspire actions from others.

Personal Power is required when working on project teams, flat organization structures, and where people have the free choice to give you what you want or not. And creative and talented people always have free choice – because their skills are highly sought after.

Both sources of power are valid and needed depending on the situation, the skill, the team’s responsibility level, and the task’s nature. The use of power can be viewed on a continuum with ultimate Position Power at one end and ultimate Personal Power at the other. Most situations require a leadership style somewhere in the middle of the continuum.


THE DEFINITION OF POWER:
Power is the ability to get someone to do something you
want to be done or the ability to make things happen.

Transform Every Person in the Organization into a Leader

Empowering individuals in the organization means sharing the power with them. Shared power adds up to more power – not less. It means everyone has an increased ability to get more done and to make things happen. This can make a dramatic difference to the organization’s bottom line results.

To do this means making everyone a leader.

An organization comprised of leaders adds up to a leading organization.

Andrew John Harrison

Like any skill – Personal Power can be learned and developed by anyone; however, it requires a new leadership context that begins at the top and extends throughout the levels of the organization.

It simply doesn’t work to send the people in the organization to training programs, alignment sessions, and educational sessions if the entire organization isn’t sharing the same context.

Leading by example means that the context must be shared at all levels (otherwise, you end up with disillusionment, skepticism, and a lack of belief that there is one set of rules for people at the top and another for everyone else.)

It’s about Personal Leadership

For most people, the concept of Personal Leadership is new.

It is not simply a case of attending a three-day seminar or reading a book; one is transformed into a new leader! Developing Personal Leadership is a long-term commitment that involves an ongoing education combined with application – all with bottom-line results in mind. This is a substantial investment in time, energy, and money – not just from the organization but every individual.

This is why the context of partnership is so important. The individual and the organization are in a long-term partnership for mutual benefit.

If this investment in Personal Leadership is directly connected to bottom-line results that are measurable, significant, and connected to the organization’s vision – any board of directors will approve the investment.

Band-Aids Don’t Work – Long-term!

The challenge for most organizations is that the leadership agenda is inconsistent, and neither is it communicated to the entire organization from top to bottom.

The commitment must be backed up by action and a comprehensive Leadership Development Roadmap that everyone can follow to know where they are and where they are going.

If the leadership agenda involves everyone except the leaders at the top who retain the Position Power model – there will be results; however, they are limited compared to what is possible if the entire organization is aligned and all heading in the same direction.

The Need for Speed

Concentrations of power in the hands of a few, bureaucracy and turf-protecting slow everything down to a crawl.

With every person in the organization empowered and aligned, cycle times from plan to results are dramatically improved. The speed of change and implementation of new initiatives improves, and results accelerate.

The leadership agenda is mission-critical and cannot be left to the HR and Training Departments alone – it must have the attention and commitment to resources required to succeed.

To change things that have worked for us in the past – before they stop working is the essence of visionary leadership. The key to becoming or staying competitive globally is to transform our fundamental leadership concept and live, eat and sleep Personal Leadership at all levels of the organization.

The Goldzone Leadership Curriculum offers comprehensive, custom Leadership Development Roadmaps. Using the revolutionary New-Paradigm Leadership Model, leaders master more effective tools, strategies and methods compared to the old style and traditional leadership models. High stress and low performance are transformed into optimum personal and organizational performance.


Leadership today is not about pushing harder, hustling more, or forcing change.

It’s about becoming more alive, more aligned, and more intentional in how you lead, build, and live.

Most leaders don’t need more information.
They need clarity, energy, and vision.
And an environment that helps them reconnect with what matters most.

That is what the GOLDZONE Experience was designed for.

The GOLDZONE Experience is an immersive 3-day leadership intensive for founders, executives, entrepreneurs, and high-performance individuals who want to elevate every area of life… leadership, business, wealth, relationships, health, and self-expression.

You won’t sit through endless slides or theory.

You’ll enter a powerful environment designed to help you:
• Break through invisible limitations
• Reconnect with purpose and direction
• Expand your capacity as a leader
• Upgrade the way you think, decide, communicate, and operate
• Experience greater clarity, energy, and momentum

This is not conventional leadership training.

It is a transformational experience designed to help you move from survival and pressure… into creativity, alignment, and meaningful growth.

If something inside you knows it’s time for a new chapter… pay attention to that feeling.

The next evolution of your life and leadership may depend on it.

Learn more about the GOLDZONE Experience > click here

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