…..
MOMENT OF TRUTH
To the customer the big truth the moving
truth
Is the quality of experience
With one of your representatives i
In person
By letter or over the phone.
Your ads and glassy annual reports
Matter – but little.
When I get the experience you care for me
You value my person/presence
I feel loyal to you
I will promote you
I will influence others in your favour.
Just as I can do it positively
I can do it negatively too.
The moment of truth determines my direction-
At
least heavily influences
the
direction.
1 comment:
Fully agree. After all the customer experience matters far far more than all the ads put together.
It would be the sum total of the experience that will matter - the product, the interaction, if any, the way a problem is dealt with and if at the end I am left with the feeling that I got value for the money.
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