Skip to content People don’t remember everything that happens at work. They remember how it felt.
Moments of recognition, fairness, or frustration become the stories people carry long after projects end. While managers cannot control every moment, they can influence which ones define the experience.
In their book The Power of Moments: Why Certain Experiences Have Extraordinary Impact (2017), Chip Heath and Dan Heath explain that defining moments often fall into four categories: elevation, insight, pride, and connection. These moments create emotional peaks that stand out in memory and shape how people recall an entire experience. The same holds true at work. Managers who intentionally create peaks through clarity, care, and celebration help shape how people remember their team and their organization.
Everyday Moves
Identify the “moments that matter” in your people’s workflow such as first days, project launches, feedback sessions, conflict resolution, and recognition.
Be deliberate about how those moments feel: predictable (so people feel safe), personal (so they feel seen), and purposeful (so they feel meaning).
After one key interaction this week, ask your team, “What part of that experience stood out most?” This helps you understand which moments are likely to be remembered and why.
Memorable experiences do not happen by accident. They are designed through attention, empathy, and follow -through. When managers design meaningful moments, they do more than create good memories. They shape how people describe their culture, how they interpret their work, and whether they want to stay and grow.
What kind of moments do you want your people to remember most about working with
you?
