The term “Moments of Truth” (MOT) was coined by Jan Carlzon when he was President & CEO of SAS Group. In essence, a MOT is an interaction between a customer and supplier that gives an opportunity to “delight” or “dismay”. In one sense every interaction is a MOT, but modern customer journey mapping philosophy has elevated the term to refer to the interactions that have the biggest impact on the customer experience.
Our Customer Journey Mapping service helps you design ‘blueprint experiences” for key journeys, with MOTs pinpointed.
We have a well-established methodology to specify the desired experience for each MOT, which covers:
- What the Customer needs
- What could go wrong (from the customer’s point of view)
- What needs to be done to make sure it goes right
- What we want the customer to think after they have been through the step
- The benefits to the customer and supplier when it goes right
- Core customer process(es) that cover this MOT
- What to measure to make sure this MOT is working properly
CHOOSE A SERVICE
Our Services help you maximise value, optimise satisfaction and minimise account attrition:
World-leading B2B-specific methodology to understand, manage and improve long-term customer relationship quality.
Best practice approach to developing great strategy in three distinct steps with 12 explicit components.
Unique approach to ‘engineering’ your customer experience.
Engaging both sides of key partnerships to get to the heart of how well the relationship is working and improving.
Moments of Truth (MOTs)
Focus in on the MOTs that will make a difference in either alleviating customer ‘pain’ in dealing with you or exploiting opportunities to ‘gain’ incremental mutual value.
Optimising the MOTs to quality assure the experience.
– The problem often isn’t what was delivered – it’s what was promised!
