![]() Why Teaching Associates a Few Key Behaviors is KeyĪ key element in identifying a Moment of Truth is the presence of an emotionally charged moment. Who has not been to a website and wondered… how did this get approved to go into production who has not had to endure a call to an offshore service center or tried to get after hours support for a service or product and been left hanging. With the proliferation of mobile applications, the web, and Big Data I am surprised that there is still little emphasis on assuring that all customer facing points are capitalizing on these key relationship defining moments. Moments of Truth focus on the interactions that are important to customers, and on the way frontline employees handle those interactions. ![]()
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