Moments of Truth - Moments that matter (updated)
Every organization is required to interact with their customer. These interactions are called Moments of Truth and they are critical to customer and organizational success. Yet many of them are not really necessary and the ones that are could be significantly improved. Recognizing, understanding and dealing with them appropriately, not only from a tactical point of view but more importantly from a strategic one, is critical to creating long term organizational viability. This is an updated version of an original video posted in 2012.