The ZMOT, FMOT , SMOT and TMOT are 3 important milestones in the customer service journey.

1. The Moment of Truth
Craft MOT by Design

2. What is MOT?
Any instance or experience of a customer which forms or influences the opinion
of the customer towards the brand is MOT.
● Zero Moment of Truth (ZMOT)
● First Moment of Truth (FMOT)
● Second Moment of Truth (SMOT)
● Third Moment of Truth(TMOT)
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10. ZMOT
Build ZMOT for your brand
An SME Perspective
How can you influence customers
opinion when he is considering to
buy your product?
● Sampling
● Blogging
● Opinion Poll
● BTL activity
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11. FMOT
How do you build FMOT for your
brand?
How do you outreach to the
customer when he is evaluating
options to buy your product?
● Test Drives / Free demos
● Venue selling
● Success story session
● Roadshows
● Exhibitions
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12. SMOT
How do you consciously build
SMOT for your brand?
How do you create a positive
climate when the customer has
gone to purchase your product from
the shelf?
● Help customer make right
choice
● Allow customer to return goods
without too many conditions
● Thank you notifications
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13. TMOT
How do you ensure TMOT for
your brand?
How do you influence the
customers opinion post purchase of
your product?
● Empowering to make best use
of product
○ Training
○ Other handholding
● Upgrades
● Buy backs
● Complaint desk management
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15. Thank you!
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Sanjay 9970506000
Mili 8446655664
Charles 9225227069
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