It’s Time for a Moment of TruthGetting Beyond the Status Quo of Customer

Interactions

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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…