Moment of truth

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Moment of truth

  1. 1. Moment Of Truth inMarketing.
  2. 2. •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”
  3. 3.  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
  4. 4. 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.
  5. 5. Moment Of Truth.  Development Credit Bank. Customer Care : 1800 209 5363.
  6. 6. THANK YOU!

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