Adam and Jeannie share tips for defining, finding and optimizing every moment of truth within your customer journey.
What exactly is a moment of truth?
While every touchpoint in your customer journey deserves attention, some are more critical than others. In short, a moment of truth is a critical touchpoint that can drive your customer to the next level, or chase them away.
And you may think you already know where these moments of truth are, but that’s how many leaders go wrong! It’s too easy to focus on things that seem pivotal from the inside while moments that have a greater effect on the outcome are glossed over.
In this episode, Adam and Jeannie help you understand where the REAL moments of truth are in your customer journey. Want to eliminate pain points that derail customers from their path to conversion, loyalty or advocacy? Listen in for tips you can use today!
Listen To This Episode!
Give your team the customer service training they deserve
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- 360Connext® post, Challenges of Understanding the Customer Journey End-to-End
- Customers That Stick® post, Turn Your Customer Experience Inside Out
- Episode 163: When to Update Customer Journey Maps
- Episode 248: (Tip) 3 Moments of Truth
- We’re on C-Suite Radio! Check it out for more great podcasts
Take care of yourself and take care of your customers.