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what is at the core of each interaction?


but what does that really mean?


1

truth

is sincerity in action, character and utterance


2

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/ďŹ ve-powerful-elements-of-customer-engagement


and you get countless engaged moments...

1 2 3

learning to read your first book

boldly braving you first bike ride

going on your first fishing adventure


How do these

Engaged Moments

1 2 3 relate to the moment of truth?


well...these are the

moments of truth


that resonate

on a dierent level, making them genuine, unique and real


moments of truth are... real trusting shareable relevant memorable


moments of truth ultimately become personal experiences no matter how many shades they may come in.


and people typically think about the 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

marketing

sales

services


the idea is... if these types of interactions

fail to connect and align with people/ customers

marketing

sales

services


the idea is... if these types of interactions

fail to connect and align with people/ customers at levels like this...

marketing

sales

services

memorable experiences

moments of truth


then... these types of interactions

may never become

marketing

sales

services

memorable experiences and

proďŹ table 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...

It's Time for a Moment of Truth  

A key part of customer interaction relies on the most important and impacting part of any interaction, the moment of truth. Unlike tradition...

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