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It’s Time for a Moment of TruthGetting Beyond the Status Quo of Customer
Interactions
Profile: http://johnmerritt.netSlideshare:
http://www.slideshare.net/johnemerritt
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What is at the core of each interaction?
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Truth plus Experience…
…But what does that really mean?
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1 – Truth
Well, Truth is sincerity in action, character and utterance.
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2 – Experience
And experience, is something personally encountered, undergone or lived through
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When both are combined, it creates a
3 – Customer Experience
a personally encountered interaction, that is genuine and memorable
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Now add that to…
The Five Powerful Elements of Customer Engagement
More can be found here:
http://www.slideshare.net/johnemerritt/five-powerful-elements-of-customer-engagement
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And you get countless engaged moments…
1 – Learning to read your first book
2 – Boldly braving your first bike ride
3 – Going on your first fishing adventure
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How do these engaged moments
1 – Learning to read your first book
2 – Boldly braving your first bike ride
3 – Going on your first fishing adventure
Relate to the moment of truth?
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Well these are the moments of truth…
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That resonate on a different level, making them genuine, unique and real
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Moments of truth are…
1 – Real
2 – Trusting
3 – Sharable
4 – Relevant
5 – Memorable
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Moments of truth ultimately become personal experiences no matter how many shades they may come in.
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And people typically think about experience above all things making it the only moment that matters.
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And that moment of truth is unique to every person…
…even if it is experienced at the same time and place.
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So what’s the idea of this?
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The idea is…
If these types of interactions
1 – Marketing
2 – Sales
3 – Services
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…fail to connect and align with people/ customers
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…at levels like this…
Memorable experiences and Moments of Truth.
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…these types of interactions
May never become
Memorable experiences and profitable moments of truth…
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What can be done to improve them?
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One very powerful thing, a frame of mind shift to what matters most to people.
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Your key to customer experience is people and the moments that matter most to each of them…
…after that, the rest is history…