Moments of truth

302 views

Published on

Moments of truth

  • Be the first to comment

  • Be the first to like this

Moments of truth

  1. 1. The three Moments Of Truth R e s e a r c h 213
  2. 2. FMOT – First moment of truth what consumers see and seek Appealing senses, values and emotions
  3. 3. SMOT – Second moment of truth what consumers experience Every usage experience is a chance to delight consumers
  4. 4. TMOT – Third moment of truth how consumers participate The product experience generates emotions, opinions, feedback
  5. 5. research213.tk

×