Every customer contact is a Moment of Truth that creates a Moment of Misery, a Moment of Mediocrity, or a Moment of WOW. In the Moment of Truth you can create customers for LIFE or you can initiate a slow and painful demise of your company one customer at a time.
A Moment of Mediocrity is what most often occurs in business to customer interactions and this is where the customer’s expectations were met – and those may even be low expectations. Customers who experience a Moment of Mediocrity, feel “satisfied” but will not reward the company with loyalty. These customers are only your customers because they haven’t found a better experience.
A Moment of Misery is created each time you fail to meet the customer’s expectations. Often, Moments of Misery result in damaging and highly persuasive negative word-of-mouth advertising and customer defection.
A Moment of WOW is created when you exceed the customer’s expectations. Service must be truly outstanding and service providers have to go “Beyond WOW” to create the Moment of WOW. Moments of WOW create a profitable base of loyal customers, which results in...