3.
Moments of Truth and alignment
Having identified the MOT’s and understood
their Type we can ask ourselves do they explicitly contribute to the
achievement of a Successful Customer Outcome. In a very direct way you can see
MOT’s that are moments of misery, and those that are moments of magic.
Naturally we wish to eradicate the moments
of misery, and optimize the moments of magic. Famously Scandinavian Airlines,
under the leadership of Jan Carlson, set about removing unnecessary MOT’s and
in doing so became one of Europes leading airlines in the late 1980’s.
How many MOT’s can you find, what type are
they and do they contribute to a Successful Customer Outcome?
