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Q2: How do you identify moments of truth? What happens if you don’t identify them? http://www.via-cc.at...
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Jennifer Maldonado
A2: Know your custs. Map their journey, mine their feedback, pick their brains. Those opps when u make it or break it r the Moments of Truth.
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Jennifer Maldonado
If you don't identify them, you don't have focus. You spend time fixing what doesn't matter. You need to know what custs care most about.
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Jennifer Maldonado
As I like to say, you need to know what basket to put your eggs in! So that you make a different in #CX
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Natasha Bishop
Must map buyers journey across touch points to ID moments of truth A2 #cxochat
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Jennifer Maldonado
Jeanne Bliss has some great methodology you can check into. She calls it the Defector Pipeline. Find out when/why your custs leave.
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Natasha Bishop
If "moments of truth" are unknown orgs can't drive & replicate the gr8 moments nor eradicate failed moments A2 #cxochat
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Jennifer Maldonado
@Natasha_D_G Yes, but remember to map from THEIR perspective, not yours! Walk in their shoes
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Lindsay Malloy
Could analyzing social data help identify those truths?
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Natasha Bishop
Old adage can't manage what u don't measure still holds true today w/ "moments of truth" A2 #cxochat
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Jennifer Maldonado
@LindsaySkarda Absolutely!! People go to Social when they have extreme experiences. Really good or really bad. Goldmine!
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Natasha Bishop
@LindsaySkarda social data helps as cust share likes and especially dislikes there
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Jennifer Maldonado
Social is also such an equalizer. Maybe it's not the biggest client you have, but they may have lots of network influence. Little guys voices can matter more.
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Kulbir Singh
Moments of truth are uniquely close to delivering the Aha moment or the X factor. In digital age, the brand must deliver such moments and that too in the shortest experienced time.
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Lindsay Malloy
@maldyj Absolutely. Especially when we think of millennials, our friends and family's opinion matters.
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Kulbir Singh
A close understanding of Behavioral economics might yield the right MoTs. Theres certainly a close link between emotionally charged moments of truth and the purchase & loyalty decisions of customers
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Mike Wittenstein
Just make sure to map the moments that matter to your customers (over those that matter to the biz)
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Mike Wittenstein
@LindsaySkarda Yes, but direct observation is often more informative and accurate.