“Every customer experience is a brand moment of truth.”
The reason why I like Google’s term “ZMOT” — the Zero Moment of Truth — is because I really do visualize that the distance of most prospect’s initial moment-of-truth with a company has collapsed to effectively zero. It’s the distance someone’s finger needs to travel to click (or tap) on a link that holds forth a promise, explicitly or implicitly. Does your brand live up to that promise? In all channels, digital and physical? The …
“Every customer experience is a brand moment of truth.” Continue Reading »