Moments of Truth

What is a moment of truth?

When your customer comes into contact with your company in any way that could form an impression, positive or negative, that’s a moment of truth.

These moments can involve big or small problems, but the most important thing from a customer experience perspective is that customers’ emotions are high.

If a customer is stressed, upset, irritated, or angry, and a frontline staff member can handle their problem quickly and with genuine empathy, these moments can create real and lasting loyalty.