Should #CX Professionals Care About the Four Moments of Truth?
CX Journey
MARCH 15, 2016
Last year, I wrote about moments of truth , defining them as: that make or break moment in the customer journey, that moment when, if all goes well, the customer will continue the journey and complete the task or interaction; he will do (or continue to do) business with you. In it, he devotes a chapter to moments of truth.
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