It's the Moment of Truth!

It's the Moment of Truth!

Chances are you've already had several moments of truth just today. Do you know what they are, how to spot them and capitalise on the opportunity?

Every time you interact with a customer you're engaging in a moment of truth and it could be the difference between success and failure. Principally it boils down to whether the customer will decide they want to work with you and start spreading the word to their friends or whether they don't want to work with you and disappear, never getting in contact again, and spreading the word to their friends. When you think about it, a company's most valuable asset are satisfied customers. Every contact you have with a client can either strengthen that relationship or break it down. It could be contact with anyone in the company, not just frontline staff. It goes beyond that even to your company itself, the policies you have in place and the customer's overall experience.

Don't be intimidated though, you can control it and porbably already do. It's simply your everyday business and customer support.

If you're wondering how you'd go about reviewing your moments of truth then take the following steps to get you started:

Firstly, consider every point of contact a customer might have with your business as well as your products/services that could influence their view and satisfaction. This will be a list of touch points and will go far beyond a customer service audit.

Secondly, go through those touch points and detail the experience your customers receive. Don't step into the realms of fiction and base this on what they should receive but rather what they do receive. You're not going to get anything from the analysis if you're not brutally honest.

Thirdly, write out what the ultimate customer service would be by putting yourself in the customer's place. Don't place a limit on what's within your reach. Set a precedent for what you want to deliver to your customers that would send them running to tell everyone they know about what you can do.

It's then up to you to take the stance of how can this be done not why this can't be done. Choose the former and you'll be on to success, choose the latter and you're setting yourself up for failure.

The fourth and final step is to look at the points in steps 2 and 3, compare them, identify where you might be coming up short and get plans in motion to close that gap.

If you're needing some assitance with breaking down your moments of truth then give us a call on 01276 69 11 99 or send us an email to data@prospect360.co.uk and we'll be happy to help.
Free Data Audit
 
 
free-data-audit
News Update
It's the Moment of Truth! Posted: 24.03.2017 by admin

Chances are you've already had several moments of truth just today. Do you know what they are, how to spot them and capitalise on the opportunity? Every..

Read More

 
It's A Numbers Game - How To Be A Part Of The 1% Posted: 15.02.2017 by admin

For most of us that the numbers 1, 4, 15, 60 and 20, won't mean a lot. By the end of this article they will. Businesses..

Read More

 
What Do Your Customers Really Want? Posted: 19.01.2017 by admin

This might seem like a simple question but what do your customers really want? The overriding principal in most human interaction is 'what's in it for..

Read More

 
Send A News Letter Not A Snoozeletter Posted: 10.11.2016 by admin

Communication with your clients is key, particularly after they've made that crucial first purchase. It's easy to let contact with a client slip away as..

Read More

 
Top Tips For Getting Your Emails Opened Posted: 13.10.2016 by admin

In 2016 email marketing is still one of the quickest ways and effective ways of getting in touch with your prospects. That is, if they're opened. The..

Read More

 
An Honest Analysis Posted: 17.06.2016 by admin

You might see yourself as an analytical individual but how regularly do you sit down and have an honest analysis of your business? If you're not..

Read More

 
New Month, New Website Posted: 02.03.2016 by admin

As we move out of the depths of winter and into March we can reveal our new website to the world! It has been some months..

Read More

 
Are Your Clients Paying Attention? Posted: 24.11.2015 by admin

You're with prospective customers and you're going to pitch your business. Do you have their attention? It's the single most important thing to do,..

Read More

 
We Are Not All At The Beach Posted: 05.08.2015 by admin

It is the first week of August and the holidays have begun. Over a years a theory has arisen that you shouldn't do any..

Read More

 
Cheap imitations taint the industry Posted: 07.07.2015 by admin

In recent years there have always been a few self-titled “data companies” who focus their efforts on supplying an extremely large amount of UK B2B..

Read More

Testimonials
Linda Darby - Remote Connections Ltd

When searching for a data partner, I needed a company to be competitively priced, have a low dropout rate and have a high work ethic...

Read More

Antonio Falco - Sales and Business Consultant

As a small business ourselves, we understand the importance of getting to know your customers particular needs. Prospect360 provided us with exactly what we needed..

Read More

Simon Hunter - Account Director, ANT Marketing

I have been working with Prospect 360 for over 8 years now and have always been very happy with the level of service and quality..

Read More