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A key part of customer interaction relies on the most important and impacting part of any interaction, the moment of truth. Unlike traditional uses of the term, the moment of truth is a critical or decisive time on which much depends; a crucial moment. This one moment, usually depicted by the experience the prospect or customer is expecting to get out of a product or service is the focus of this presentation. Shifting from the traditional view of moment of truth, this deck focuses on how customer interactions are created from 2 key pieces to make customer experiences. Read how the 5 powerful elements and the two key pieces come together to form today's moment of truth for prospects and customers. Looking for more information about moments of truth or customer engagement in general? Why don't you connect with me on twitter: @johnemerritt to keep up with the latest information and new presentations coming.
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It’s Time for a Moment of TruthGetting Beyond the Status Quo of Customer
Interactions
Profile: http://johnmerritt.netSlideshare:
http://www.slideshare.net/johnemerritt
What is at the core of each interaction?
Truth plus Experience…
…But what does that really mean?
1 – Truth
Well, Truth is sincerity in action, character and utterance.
2 – Experience
And experience, is something personally encountered, undergone or lived through
When both are combined, it creates a
3 – Customer Experience
a personally encountered interaction, that is genuine and memorable
Now add that to…
The Five Powerful Elements of Customer Engagement
More can be found here:
http://www.slideshare.net/johnemerritt/five-powerful-elements-of-customer-engagement
And you get countless engaged moments…
1 – Learning to read your first book
2 – Boldly braving your first bike ride
3 – Going on your first fishing adventure
How do these engaged moments
1 – Learning to read your first book
2 – Boldly braving your first bike ride
3 – Going on your first fishing adventure
Relate to the moment of truth?
Well these are the moments of truth…
That resonate on a different level, making them genuine, unique and real
Moments of truth are…
1 – Real
2 – Trusting
3 – Sharable
4 – Relevant
5 – Memorable
Moments of truth ultimately become personal experiences no matter how many shades they may come in.
And people typically think about experience above all things making it the only moment that matters.
And that moment of truth is unique to every person…
…even if it is experienced at the same time and place.
So what’s the idea of this?
The idea is…
If these types of interactions
1 – Marketing
2 – Sales
3 – Services
…fail to connect and align with people/ customers
…at levels like this…
Memorable experiences and Moments of Truth.
…these types of interactions
May never become
Memorable experiences and profitable moments of truth…
What can be done to improve them?
One very powerful thing, a frame of mind shift to what matters most to people.
Your key to customer experience is people and the moments that matter most to each of them…
…after that, the rest is history…
