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 [email protected] and we'll be happy to help.
News Update
Direct Marketing during a recession – what’s the difference? Posted: 07.01.2021 by admin

Recessions, and COVID-19 driven recession is no different, there is going to be a great change. As we are all aware, businesses are facing grave..

Read More

Social Media as part of a System Posted: 07.03.2019 by admin

As a business you have lots of great products and services to offer so getting new customers should be easy.   All you need to do is..

Read More

It Has to Be Relevant to You Posted: 27.02.2019 by admin

The top priority for any marketing campaign is that the message is read, watched or listened to. No matter how fantastic your offer is, if..

Read More

I’ll Tell You What You Want, What You Really Really Want Posted: 20.02.2019 by admin

There are hundreds of definitions for marketing out there, but the common thread is that it is about fulfilling customer’s needs. No one goes to..

Read More

First Things First Posted: 12.02.2019 by admin

Every Marketers dream is to be able to generate leads on auto pilot. If leads are being generated without you having to think about..

Read More

Turn Your Blog into a Customer Magnet Posted: 22.01.2019 by admin

Blogging for your business is all about building up trust with your potential clients. And having to create fresh and engaging content for your blog..

Read More

It's your Company's Biggest Asset... Posted: 16.01.2019 by admin

The most valuable asset of any business is its database.   If you have one that is up to date, contains all the relevant information and is..

Read More

Starting 2019 with a Bang Posted: 09.01.2019 by admin

This is our first blog post for 2019, so I would like to start by wishing you a Happy New Year and hope that 2019..

Read More

How has 2018 gone for your Business? Posted: 17.12.2018 by admin

How has 2018 gone for your Business?   If it's gone well – congratulations!   If things haven’t quite been as successful as you’d hoped, now is the time..

Read More

The 'M' Word Posted: 04.12.2018 by admin

The M Word   Marketing can conjure up images of insincere, smooth talking salesmen trying to get you to buy something that you don’t necessarily want to.  The..

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