1.
Moments of Truth are the cause of all our work.
In fact MOT’s create what we all say is
process. Here is a video that explains their origin back in the 20th
century. For our purposes this 10 part (one a day) series takes us through the
understanding, usefulness and advanced application of MOT’s.
Why are they so important? Put simply any
interaction with the customer is a Moment of Truth. Any interaction. Combine
that with the observation that the customer experience is the process and you
can see that MOT’s extend upstream and downstream of our business.
For example Southwest Airlines have
innovated their check in process and it happens as you check out of the hotel.
That MOT allows them to get the baggage into the loading cycle early and as a
consequence it costs less, enhances customer service and ultimately delivers
increased revenue (we all want more of that).
Getting a grip on Moments of Truth allows
us to make the customers lives easier, simpler and more successful.
