The first Thursday of each month features a “best of” X5 Management blog. The intent is to showcase and revisit some of our blogs from the past. We hope you enjoy them!
Whether a customer walks through your front doors, phones in or checks your companies website enquiring about your products or services, their experience regardless of the platform will form a lasting impression of your organization.
This impression can create ripple effects as they form opinions on whether or not to conduct future business with you and tell their service stories to others.
Former president and CEO of Scandinavian Airlines, Jan Carlzon coined this critical moment of the customer service experience as a “moment of truth”. According to Carlzon, a moment of truth is created anytime a customer comes in contact with your organization and thereby forms an impression of it. Take a moment to think about that and all the times a customer comes into contact with your organization.
