• Share
  • Email
  • Embed
  • Like
  • Save
  • Private Content
Moment of truth
 

Moment of truth

on

  • 2,144 views

 

Statistics

Views

Total Views
2,144
Views on SlideShare
2,144
Embed Views
0

Actions

Likes
0
Downloads
41
Comments
0

0 Embeds 0

No embeds

Accessibility

Categories

Upload Details

Uploaded via as Microsoft PowerPoint

Usage Rights

© All Rights Reserved

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Processing…
Post Comment
Edit your comment

    Moment of truth Moment of truth Presentation Transcript

    • Moment Of Truth inMarketing.
    • •In the world customer relationshipsresult from a series of moment of truth.“Moments of truth” make or break anorganization’s relationship with itscustomers.•Identify “MOT” in delivering a serviceand activities that may add furthervalue, and assess their likely impacton customers and intermediaries.While reading something about“Moment of Truth”
    •  Customer MOT can be defined as “In customer service, interaction between a customer and a firm(through a product, sales force, or visit) that gives the customer an opportunity to form(or change) an impression about the firm. Managing reputations and managing problems are especially important for service organizations. Services sell intangibles, through expectations and promises of what is to come. A critical moment, which forms or destroys the relationship with customers, is a “moment of truth” for service organizations, this is the point where the customer and organization come
    • According to DONALD CONVERSE to build up a Moments of Truth marketer can use a simple five step process. Identify and prioritize each customer episode or contact. Firms should then determine which of these customer contacts would have the most impact on customer satisfaction Develop alternative customer responses. Decide which responses will delight the customer. Knowing customers likes and dislikes makes this easier Create a service standard to ensure basic customer satisfaction. Firms will need to remain creative to continue to delight the customer. Measure customer satisfaction on each Moment of Truth.
    • Moment Of Truth.  Development Credit Bank. Customer Care : 1800 209 5363.
    • THANK YOU!