•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.