The Moment of Truth
What is a moment of truth? – What does it mean for your business?
Who knew that Jan Carlzon would completely alter the then prevailing customer service philosophy when he first introduced the idea of ‘moments of truth’ in 1981.
When Carlzon first became the CEO of Scandinavian Airlines, he turned everything around for the topsy-turvy situation of the company, just by focusing on these moments of truth, seemingly a rather far-fetched idea but can stoke extremely positive results in the customer service sphere if handled properly.
The success of this idea itself depends on how humanised the interactions and how grandiose the responses to the customers are, which of course requires presence of emotionally intelligent front-line employees.
Moments of truth are those interactions where customers put in a high amount of energy to reach a satisfactory outcome.
A company could have thousands of moments of truth in a single day. Whether adversely or favourably, they incredibly affect companies’relationship with customers and their perception about the brand. Som…
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