PRESENTATION ON

SUBMITTED BY:RANI KUMARIMFM-2ND SEM

Mission Of Every Brand

To be the first one in the priority list and mind of its customers in terms of :

• And the quality of after sales service

• Quality of satisfaction customer’s receive after buying their product

• Quality of product or service they provide

The Reasons Customers Leave

•1% die

•9% move on to other products because of someone’s recommendation

•9% finds a cheaper product elsewhere

•13% are dissatisfied with product quality

•68% go elsewhere because they find better service

As per a survey:

What is moment of truth ?

A moment of truth is usually defined as an instance wherein the customer and the organization come into contact with one another in a manner that gives the customer an opportunity to either form or change an impression about the firm.

Stages of Moment Of Truth

Various Stages Of Moment Of Truth

Zero moment of truth : At this stage customers recognizes their need and go online to gather information for potential purchase

First moment of truth : This is the stage when customer confronts the product and related alternatives in the store

Second moment of truth : This stage talks about the experience related to the product after making a purchase and using it

Ultimate moment of truth : Here the customer becomes the real fan of the product and share their experience with other people

First Moment Of Truth

This stage comes after Zero moment of truth, where customer has gathered maximum information about the brand and product and is now in the store to make purchase.

The First Moment of Truth, is the 3-7 seconds after a shopper first encounters the product on a store shelf.

These are the precious few seconds, that marketers have the best chance of converting a browser into a buyer by appealing to their senses, values and emotions.

The various moments of truth inside the store when a customer enters till the time he leaves , comes under first moment of truth.

Analysis of Various Moments of Truth when a customer enters the store till the time he

leaves the storeFirst Impression :• Warm greeting from the sales staff• Asked if the customer wants any shopping assistance

Second Impression : If customer wants help from the staff•Show and explain about the product, its benefits and limitations•Show all the other alternative options available in the store•Show the related complimentary products like showing a matching dupatta if customer is buying an India ethnic kurta•Show other product to encourage sales of the store•Talk about the offers and discounts given on various products and categories

Third Impression : When the shopping is done and billing has to take place•Make the billing fast and accurate•Ask if they want to take anything else•Provide proper bill and packaging for the product, like if any fragile product is brought by the customer, bubble wrap it properly•Thank the customer

Moments of Magic

Favourable moments of truth have been termed as ’moments of magic’. These are instances where the customer has been served in a manner that exceeds his expectations. Eg: 100th customer of a new department store being given a special discount on his purchase

Moments of Misery

These are instances where the customer interaction has a negative outcome. Rude and inattentive shop assistants or poor quality of food served at a restaurant all qualify as moments of misery for the customers.

Don’t open a shop unless you like to smile Chinese Proverb‐

Behavioural principles which help employees to consistently deliver good customer

experience inside the store• Be in the Blue always

• Be personal

• Be the answer

• Be engaging

• Be thankful to every customer

THANK YOU