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Awesomely Simple: Essential Business Strategies for Turning Ideas Into Action
book

Awesomely Simple: Essential Business Strategies for Turning Ideas Into Action

by John Spence
September 2009
Beginner content levelBeginner
208 pages
3h 53m
English
Jossey-Bass
Content preview from Awesomely Simple: Essential Business Strategies for Turning Ideas Into Action

6.2. Moments of Truth

The process of delivering any product or service to a customer typically consists of multiple steps. Although every step is important, there are a few critical moments of truth that carry significantly more weight in the customer's mind.

Great service providers identify these critical touch points and are obsessive about creating systems and processes to ensure that they are delivered flawlessly every single time. For example, I made a list of every touch point I could think of in the process of a customer going out to dine at a restaurant. I won't give the complete list (I identified 157 touch points), but here are just a few to give you a flavor for what I'm talking about:

  • Signage is clear, access to parking lot is convenient, ...

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Publisher Resources

ISBN: 9780470494516Purchase book