Kinesis CEM, LLC
Critical Incident Technique: A Tool to Identify and Prepare for Your Moments of Truth
https://blog.kinesis-cem.com/2015/05/06/critical-incident-technique-a-tool-to-identify-and-prepare-of-your-moments-of-truth/
Eric Larse is co-founder of Seattle-based Kinesis, which helps companies plan and execute their customer experience strategies. Mr. Larse can be reached at [email protected].
http://www.kinesis-cem.com
kinesis-cem.com 206.285.2900 [email protected]
Critical Incident Technique:A Tool to Identify and Prepare for
Your Moments of Truth
Out of the Ordinary Service Encounters:
ComplaintQuestion
Special RequestGoing Extra Mile
Critical Incidents
Identify Potential Moments of Truth
&Gauge the Efficacy of
Service Recovery Strategies
Critical Incident
Technique
Ask Research Participant to Recall A Recent Service Experience That
Was Particularly Satisfying or Dissatisfying
Critical Incident
Technique
Produce List of Common Moments of Truth
Identify How Customer’s Change Their Relationship With the Brand
Evaluate Effectiveness of Recovery Strategies
The Result