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Moments of Truth
Jan Carlzon, former CEO of SAS, says that moments of truth are, "The first 15 second encounter, between a consumer or customer and frontline staff, that sets the tone of the entire company in the mind of the customer"
-Jan Carlzon
Any event or occurrence where the agency makes contact with a customer, which can leave an impression and affect the customers' views of the agency.
Customer Hospitality class notes (slides 28&29), Roberrt Accorsi, and Jan Carlzon
Moments of Truth Examples:
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Initial arrival at Berry-Allen Field
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Seeing our players play for the first time
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Using the website to find information
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Contact with our staff members
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Parking availability
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Calling the front office
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Ease of buying tickets
0:55
Jim Hayden, CEO and Founder of Board Developer
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