273: (Tip) What Is a Moment of Truth?

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. “Not every piece of the customer experience is AS important…” -Adam Toporek 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.  “Some moments in the customer journey will drive loyalty more than others…” -Jeannie Walters 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! Related Content 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 Sponsor message Give your team the customer service training they deserve Want to bring game-changing customer service training to your team? CTS Service Solutions offers a half-day in-person workshop designed to motivate and educate your customer-facing team members. Using energy, excitement, and interaction, our workshop helps frontline teams embrace a customer-centric outlook, then — using the principles from our book Be Your Customer’s Hero — gives them the skills and confidence they need to handle any service interaction. Don’t leave your frontline team hanging… Give them the training they deserve. Learn more at customerheroworkshop.com, that is customerheroworkshop.com.   Take care of yourself and take care of your customers. Learn more about your ad choices. Visit megaphone.fm/adchoices