Identifying moments of truth


Last Published  01 August 2012

A customer's journey starts at the point where he or she doesn't know about or hasn't come into contact with an organisation. The moment that they see an advert on the TV or on the internet, they are experiencing a 'moment of truth' or a 'touch point'.

This tool will help your delegates to identify the 'touch points' that their customers make during their dealings with them.

The tool works equally well for customer facing and B2B customers.

Tool aims
  • To identify a customer's journey
  • To discuss the critical 'moments of truth'
  • To decide an action plan to make the most of the 'moments of truth'