Creating caring culture!

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Caring culture is more than just providing the best quality service to the customers, but it provides service with empathy and care. Service quality according to businessdictionary.com can be defined as an assessment on how well a delivered service conforms to client expectations. More, service business operators often assess the service quality provided to their customers in order to improve their service, to quickly identify problems and to better assess client satisfaction.

In such competitions, RATERdimensions may not be the only choice, but beyond. Strategies need to be managed well as to avoid high expenditures, but customers are satisfied with the service given. There are 3 stages of customer’s expectation which includes quality surprise, satisfactory quality and unacceptable quality. Companies have to find ways to move themselves from the stages of inadequate service towards delighted, and this needs a lot of efforts. With the differences of ser-qual and customer care and by seeing its understanding in detail, it is always recommended to increase the quality of service more towards customer care to provide the fullness in the service delivery.

Banking industries too takes customer care as their priority, as in those industries, customers judge the reliability through the service itself. However in the era like today, most industry needs to focus on providing the best service, or else the chances for survival in the tough market competition will be less.

For more details on Consumer Behavior, please contact:

KIRTI PARKASH

+62 21 8378 3288

kirti.parkash@frontlinerinc.com

Customer’s perception on commercial banks, a case study!

As most realize, the most important area where customer service plays a huge role is at banking areas. Banking sells their name and gain customer’s trusts only through customer service. In most banks, empathy is shown more, and that has become one aspect of their marketing activities.

workplacepsychology.net

In one of the case studies research written by Santhi Appannan, Barathy Doraisamy and Teoh Xin Hui from AIMST University, Malaysia, it is proved that commercial banks need to prove their empathy and customer care standards in order to satisfy their customers. In this case study, the banks that are research upon are Public Bank in Malaysia, CIMB and Maybank. The main objective of this study is to identify customer’s perception on the service quality dimensions in commercial banks in Butterworth, Penang. The results show that the most important service quality practice on customer’s overall satisfaction is responsiveness as it is perceived as a dominant service quality. The results also reveal that the service quality such as attentive, flexibility, communication, friendliness and responsiveness are positively and significantly influencing the customer’s perception.  This finding reinforces the need to start improving service quality of banks in order to attract more customers in future. (Abstract is taken from http://www.savap.org.pk/journals/ARInt./Vol.4(5)/2013(4.5-45).pdf)

This case study clearly proves that as of the dominant service quality with more coming towards the dimension of customer care can bring about satisfaction to their customers. Nothing can work without service, especially in financial or banking industries. 

For more details on Consumer Behavior, please contact:

KIRTI PARKASH

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Kembangkan Budaya Service Anda!

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Service atau pelayanan merupakan hal terpenting dalam dunia usaha. Pelanggan akan senang dengan suatu perusahaan dan produk yang ditawarkan jika pelayanannya memuaskan. Budaya dari pelayanan tidak dapat muncul dengan sendirinya, tetapi ada beberapa tahapan formal yang dapat diaplikasikan seperti melakukan riset terlebih dahulu mengenai pelanggan yang sudah ada atau target, lalu memperkuat riset tersebut dengan budaya perusahaan, menghargai keinginan para pelanggan dan perusahaan, mengkomunikasikannya secara baik dan membantu para pelanggan secara empatis.

Hal yang terlihat sederhana seperti ini tidak mudah pada saat pengaplikasian. Mengubah budaya dari suatu perusahaan dan mempersuasi para pelanggan dengan memberikan service memerlukan waktu dan perencanaan yang baik agar berjalan dengan lancar. Hal ini dapat dilakukan dengan bantuan para praktisi atau konsultan yang bergerak di bidang terkait.

For more details on Consumer Behavior, please contact:

KIRTI PARKASH

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Ser-qual… Care… How deep?

The difference of Ser-qual and Care are seen, yet how deep is the difference? Is this transformation really necessary? Understanding the customers, whether current or potential, is needed in this world full of competitions. No doubt, most of the markets are full of high competitions and companies need to find ways to survive and reach their goals.

katenasser.com

Speaking about it in a detailed manner, Service Quality and Customer Care have its own definitions in the dimensions, yet the only thing that is similar is “Reliability”, as being reliable is important in case of business and trust building. However in getting deeper, reliability is more focused to build up credibility and this can be generated from good customer care and providing solutions.

Assurance in the quality of service is given to the customers by those companies who believe in service quality only. How about trust? Can the assurance of quality create trust and be user-friendly in the end more than just answering the customer’s queries?

Having good quality tangible products also is needed in a company besides providing a good quality service. But again, is it easily accessible? Understanding about consumer’s behavior and learning about them can help in finding the best place to locate the products and increase care for the customers by this process.

One most important key in customer care that is lack in Service Quality focus is empathy. Being empathy can change the quality of service by itself. 

For more details on Consumer Behavior, please contact:

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Ser-qual atau Care?

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Tingkatkan kualitas pelayanan atau berikan rasa peduli terhadap pelanggan? Hal ini dapat menjadi dilema pada saat perusahaan ingin meningkatkan standar pelayanan mereka. Bukanlah hal yang mudah untuk proses peningkatan pelayanan dalam suatu perusahaan karena perusahaan perlu mempersiapkan dana untuk pelatihan dan waktu yang perlu dikeluarkan untuk pelatihan itu sendiri. Tetapi apakah hal tersebut merugikan?

Jika dilihat dari segi keperluan, tentu saja memberikan yang terbaik kepada konsumen adalah salah satu prioritas di era seperti sekarang. Dengan adanya kompetisi yang sengit, menjadi yang terbaik adalah hal yang terpenting agar dapat mendapatkan tempat di pasar yang kompetitif. Di zaman seperti sekarang, tidak hanya meningkatkan kualitas pelayanan saja yang diperlukan, tetapi pelatihan untuk bisa lebih empati dan peduli terhadap pelanggan juga diperlukan. Pelanggan senantiasa mencari pelayanan yang memuaskan mereka, dan pelayanan dengan rasa empati dan peduli yang digabung dengan kualitas baik akan menjadi pilihan mereka.

Sebenarnya dalam segi teoretis, perbedaan antara Kualitas Pelayanan dan Kepedulian tidak jauh. Dalam segi kualitas, hal yang diperhatikan adalah dimensi RATER, tetapi dalam kepedulian terdapat beberapa perubahan dalam dimensi seperti kredibilitas, proaktif, kepercayaan dan mudahnya akses dalam meningkatkan reliabilitas. Selain dari perbedaan dimensi, terdapat juga hal-hal seperti:

-Hubungan: Kualitas layanan memiliki hubungan vertikal sedangkan kepedulian horisontal.

-Orientasi: Kualitas layanan memiliki orientasi prosedur sedangkan kepedulian solusi.

-Persepsi: Kualitas layanan memiliki persepsi bahwa pelanggan adalah tamu sedangkan kepedulian memiliki persepsi bahwa pelanggan adalah sahabat.

-Tujuan: Kualitas layanan memiliki tujuan membuat pelanggan puas sedangkan kepedulian untuk membuat pelanggan antusias.

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Steps of Inadequate to Delighted service

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Service is one of the most important activities in a company. Whether current or potential customers, company’s goodwill evaluation depends on how good the service quality is. Seeing towards the three steps of customers’ expectations that include the results of being proactive, average or passive shows on how important it is in providing the best service towards the customers.

It is never easy to increase the service quality of the company to be given to the customers, as this will take up a lot of budget at some cases. Not only in the form of budget, proper skills are also needed as to satisfy this task. It is vital to measure where exactly the company’s performance is in the form of service as to have a better view and planning to make it better or at least, to hold it on well.

According to the journal “The Nature and Determinants of Customer Expectations of Service” written by Valarie A. Zeithaml, Leonard A. Berry and A. Parasuraman, there are five stages of service quality:

-Inadequate Service: This is the least recommended stage as this provides the service away from the customer’s expectations.

- Adequate Service: This stage provides the minimum service quality that is still acceptable for the customers, but not much.

-Zone of Tolerance: This stage indicates the acceptance of the customers on the service given by the company.

-Desired Service: This stage includes those companies who consider the need of good service quality that provides the actual way of service towards their customers. This increases goodwill of the company also its products.

-Delighted Service: This is the best step of service to be provided to the customers as this step does not only considerate the service quality, but also more towards caring and showing empathy towards them. In the process, the service delivered will show more than expected by the customers. If this step is used for long, loyalty of the customers can be gained.

For more details on Consumer Behavior, please contact:

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10 kecewa, jutaan hilang!

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Di dalam buku “The Disney Way” yang dikarang oleh Bill Capodagli dan Lynn Jackson, dinarasikan bahwa masing-masing dari 27 konsumen yang tidak puas akan memberitahu 8 hingga 16 orang lain mengenai pengalamannya, dan diantaranya akan memberitahu lebih dari 20 pelanggan potensial lainnya. Jika dihitung secara konvensional, maka hanya dengan 3 keluhan saja, lebih dari 1000 calon pelanggan potensial akan kemungkinan hilang.

Hal ini membuktikan sebagaimana pentingnya sebuah kualitas produk juga pelayanan yang diberikan kepada konsumen. Hanya dengan kekuatan “Word of Mouth”, sebuah perusahaan bisa mendapatkan pelanggan yang loyal, ataupun sebaliknya. Selain itu, performa internal pun dapat menjadi “goyah” karena kurangnya motivasi dari hasil kerja keras mereka. Unacceptable Quality, kata yang menjadi bagian dari tahap ke-tiga dan terendah ekspektasi pelanggan dan penyampaian pelayanan.

Ketidakpuasan pelanggan bisa mengakibatkan hasil yang fatal bagi sebuah perusahaan. Nama baik dari produk dan perusahaan itu akan turun drastis jika “Word of Mouth” dari ketidakpuasan pelanggan menyebar. Apalagi dengan adanya media sosial, hal ini akan lebih sukar untuk dikontrol. Pelanggan di era ini sering memilih untuk berkicau di media sosial mereka dibandingkan berbicara langsung dengan perusahaannya, apalagi jika mendapatkan pelayanan yang kurang memuaskan sebelumnya. Hal yang perlu diingat adalah, kicauan ini yang ditulis dalam media sosial berbasis internet, akan membawa keluhan kicauan tersebut ke mata dunia!

For more details on Consumer Behavior and Social Media, please contact:

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Bring up the satisfactory quality!

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Every company strives for the best, the best of their company also the best for their customers. Customers are considered as king, where companies need to satisfy their needs and wants satisfactory. In this stage, customers are given the satisfactory in the mid-level, where the expectations are equal to the delivery of the company itself. It is believe that once a customer is satisfied, it can bring about an increase in the company’s image, bringing win-win benefits to both sides.

Not only in relation to customers who will gain their benefits of the delivered products and services, companies too will feel its benefits as once the satisfaction is seen, more motivation can be attained by the staffs to work more and gain more. This will push higher performance within the company. However, holding on the position of customer satisfaction is not an easy task as of the tough competition in the market. Proper commitment and support from the internals are needed.

For more details on Consumer Behavior, please contact:

KIRTI PARKASH

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Pelanggan bisa sangat puas!

Ini merupakan tahap dimana pelanggan mendapatkan pelayanan yang lebih dari yang diharapkan pada pertama kalinya. Pelanggan pada umumnya memiliki keinginan yang banyak dan jika perusahaan dapat memberikan yang lebih atau bisa disebut juga dengan Quality Surprise, pelanggan akan cenderung proaktif terhadap perusahaan itu sendiri.

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Dalam kondisi pasar yang dikelilingi kompetisi sengit, perusahaan harus memberikan yang terbaik agar bisa dipercaya dan mendapatkan loyalitas dari pelanggan. Dengan tantangan seperti ini, Quality Surprise bisa menjadi pilihan untuk memberikan kepuasan pelanggan dan mencapai tujuan perusahaan itu sendiri, baik untuk jangka pendek ataupun jangka panjang. Tahap ini juga membuktikan adanya empati dan toleransi terhadap pelanggan karena keputusan dari perusahaan yang juga memperhatikan keperluan dan kemauan pelanggan dibandingkan hanya memerhatikan tujuan utama mereka sendiri. 

For more details on Consumer Behavior, please contact:

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What do they expect?

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It is clear that as a company, it would not be easy to reach up on every expectation set by the public or consumers. Companies need to focus on their needs and at the same time, considering the high expectations of the customers itself. In general, no companies will want to work if the profits generated are not as their expectations. Yet on the other hand, customers demand different types of quality of the products and services given which of course will cause a dilemma in the end.

Each customer has their own satisfaction level and this cannot be made uniform. Theoretically, there are three steps of customer’s expectations and service delivery manner:

- Quality surprise: It is where the service given exceeds the expectations.

- Satisfactory quality: It is where the service given is equal to the expectations.   

- Unacceptable quality: It is where the service given is below the expectations.

For more details on Consumer Behavior, please contact:

KIRTI PARKASH

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Ser-Qual… Apakah cukup?

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Ser-Qual atau kualitas pelayanan merupakan sebuah hal yang perlu diperhatikan secara mendetil dalam melayani pelanggan. Perusahaan kecil maupun besar perlu memberikan pelayanan dengan kualitas yang terbaik agar para pelanggan pun akan lebih puas dan kembali lagi kepada perusahaan tersebut. Namun, apakah memperhatikan hanya Service Quality itu cukup?

Dalam zaman pasar yang kompetitif seperti sekarang, ekspektasi pelanggan terhadap perusahaan, baik dalam hal produk maupun pelayanan sudah semakin meningkat. Dalam satu sisi, perusahaan senantiasa mendesain tujuan mereka agar dapat memenuhi ekspektasi pelanggan dan di sisi lain, mencapai tujuan utama perusahaan itu sendiri. Ekspektasi perusahaan dan pelanggan terkadang tidak sejalan, dan hal ini memicu salah satu dari kedua aspek tersebut untuk “dikalahkan” pada akhirnya. Setiap sisi pasti akan menginginkan yang terbaik, tetapi apakah memadai untuk dipenuhi?

Perusahaan secara umum mengatur strategi mereka dengan cara dimana mereka bisa mencapai tujuan mereka secara "profitable”, tetapi terkadang hal ini dapat menekan biaya yang sebenarnya dapat digunakan untuk meningkatkan kualitas produk atau layanan yang diberikan. Lalu, apakah hanya memperhatikan konsep Ser-Qual itu sudah cukup dalam pasar kompetitif seperti saat ini?

For more details on Consumer Behavior, please contact:

KIRTI PARKASH

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RATER Dimension…

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Business people, especially those in the service sector, have always kept this question in mind, how to reach and fulfill customers’ expectations? As many believe, service quality is the most important thing to be focused on, and this is normally the answer to the question. Service quality according to businessdictionary.com can be defined as an assessment on how well a delivered service conforms to client expectations. More, service business operators often assess the service quality provided to their customers in order to improve their service, to quickly identify problems and to better assess client satisfaction.

Business people’s focus is truly on how to satisfy their customers, and in the continuation towards it, to satisfy the goal of the company itself. A dimension with the acronym of RATER is one dimension that can be used as a tool to reach the customer’s satisfaction. It includes Responsiveness, Assurance, Tangibles, Empathy and the most important part, Reliability.

In its brief explanation, RATER Dimension can be narrated as follows:

- Reliability: The ability to provide a service in accordance to its promise accuracy.

- Assurance: The knowledge and mannerism that each employee has, especially in convincing and inspiring their customers.

-Tangible: Physical look, tools and materials that can be measured.

- Empathy: The ability of an individual in showing attention to the customers, towards their needs also wants.

- Responsiveness: The will to help their customers in providing a quick service.

For more details on Consumer Behavior, please contact:

KIRTI PARKASH

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Moment of truth on customer’s impressions!

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In the context of Consumer Behavior, Moment of Truth is one of the most important aspects to be focused on. It can be simply defined as an instance where customers and companies get into contact with one another and give the opportunity to change an impression towards the firm. Basically, this is done in order to bring about mutual understanding between one another, where research plays the most important role. In this process, blueprint of moment of truth needs to be set as to have a planned way to conduct, especially if it is connected to service. Service does not only apply for external, but internal too must be given for satisfaction purposes.

Moment of truth can only be effective by reaching the customer’s touch point. Customer’s touch point is basically the moment where customers create the perception on the service that firms provide. Yet, this perception can be the key for the firms as they can improve their service factors by those feedbacks. Even the internal staffs can be more motivated as they can be provided with the right skills to serve and attain better results. Customers do not set their perception about the company only by its first impression, but up to the last impressions and its middle process of experience. It is believed that communication, contact and experience received will determine the goodwill of the company in front of the customer’s eyes.

Within all these processes, human five senses plays the most vital role, as these senses will feel the experience of what the company possess. Perceptions are built from this and that is why each and every part needs to be as per expectations as to receive positive moment of truth. Last impression is the first impression, as many have said. Last impression of the customer needs to be made just like how the first impression is created. Service needs to be consistent at all times as to provide the same feeling until the end, giving a positive feedback hereby.

The continuation of a relationship is determined on how satisfied the customer is. However, to bring the lost customers can also be done by matching the needs, satisfaction and reach the Moment of Truth. Impression is everything, and building a good impression needs proper research and plan beforehand. Just as the case study of a giant company, Ford Retail, has proved on the need of Moment of Truth. They believed after conducting deep research that a happy customer does not only see on the product quality, but more on the service given. The Interaction that touches the customer’s hot button also has brought their success into heights!

Moment of Truth is no more a stranger in the business world. Yet, conducting this process needs to be done in a careful and detailed manner. Asking the support of business consultants or experts practitioners can be one way to help.

For more details on Moment of Truth, please contact:

KIRTI PARKASH

+62 21 8378 3288

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Ford proves on Moment of Truth…

www.people1sttraining.co.uk

With the need of matching the “Moment of Truth” of companies with the needs and wants of the customers, many companies have started to conduct research in order to complete the match. Most of the world’s giant companies too have realized on the need of Moment of Truth, one of them is Ford Retail.

UK car dealership Ford Retail in the year 2010 recognized that a successful sale was linked with a happy customer. In the website www.utalkmarketing.com, the article showed that according to Ford, it is not on how the product quality is given only, but the interaction and the moment of truth are also factors that can create high purchase. For them, improving the customer service and brand design can help in the creation of the Moment of Truth itself. Lastly, they believe that moment of truth has really created on the increase of customer service level in heights!

This case study itself proves that Moment of Truth is no more a stranger in the world of marketing and business. Knowing the moment of truth needs to be done in a focused way in order to bring better results in the end, and using the support of a consultant or expert can be ways to reach so.

For more details on Moment of Truth, please contact:

KIRTI PARKASH

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Memanggil konsumen kembali…

retailminded.com    

Terkadang dalam suatu bisnis, dengan kesalahan yang kecil ataupun persepsi yang berbeda, konsumen bisa mundur atau menjauh. Hal ini bisa menjadi berbahaya jika terjadi dengan lebih dari satu konsumen, apalagi sekarang dengan adanya tren “Word of Mouth” dalam dunia pemasaran komunikasi, nama baik perusahaan tersebut bisa berubah menjadi negatif di hadapan konsumen baru ataupun yang ada dalam waktu yang signifikan.

Cara memanggil konsumen kembali kepada suatu perusahaan bukanlah hal yang mudah. Memerlukan beberapa teknik dan cara khusus untuk bisa berhasil dalam hal ini. Beberapa cara dengan membangun produk baru yang tepat dengan keperluan konsumen, atau dengan meningkatkan kualitas layanan dengan “Customer’s touch point” bisa menjadi pilihan.

Mungkin banyak yang akan mengatakan bahwa impresi pertama adalah segalanya. Sekali konsumen tersebut tidak menyukai perusahaan tersebut, maka untuk berikutnya ia pun tidak akan kembali karena impresi buruk tersebut. Tetapi, dengan moment of truth yang tepat, kesempatan untuk para konsumen kembali dapat terlihat. Kekuatan indera dari konsumen dapat dipicu kembali dalam moment of truth yang kedua. 

For more details on Moment of Truth, please contact:

KIRTI PARKASH

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The last of your impression…

enterharry.deviantart.com   

More than just the first impression, people will still judge us as individuals or companies until they feel the creation of last impression can be made. People do not set their mind about something only by first impression, but also until the last impression made by that individual or company.

An impressive last impression needs to be made, as these impressions will normally be the conclusion of what individuals think about another individual or even towards the company as a whole. These impressions are believed to be the decider on the continuation of the relationship with each other up to the image building whether positive or negative for that individual or company.

Several points that may be a part as last impressions include simple acts like words spoken, behavior and body language done by the individual or the gatekeeper of the company at the moment of closing. The closing as written before will be determined for its continuation based on how the third party or the second one is impressed with the service and comfort being given. As many have said, last impression is the first impression!

For more details on Last Impression Building, please contact:

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Bagian dari impresi pertama…

blogs.dal.ca

Impresi pertama menurut oxforddictionaries.com adalah sebuah ide, perasaan atau opini mengenai sesuatu atau seseorang, dan terbentuk biasanya tanpa kesadaran penuh atau dengan bukti yang minim. Impresi pertama bisa dinilai tidak hanya kepada individu, tetapi sebuah perusahaan pun bisa dinilai dalam konteks ini.

Mungkin beberapa bertanya, apa sebenarya pentingnya menjaga impresi pertama? Tentunya sangat penting. Dari definisinya sendiri, dapat dilihat bahwa impresi pertama adalah impresi yang lahir dari benak pikiran seseorang yang biasanya terjadi secara tidak sadar penuh, atau lebih khususnya di bawah alam sadar. Pikiran yang terjadi di bawah alam sadar akan memberikan efek yang lebih kuat, dimana individu tersebut akan menilai moment of truth dari hasil pemikiran itu sendiri. Kekuatan impresi pertama akan menentukan apakah pelanggan tersebut akan lanjut dengan perusahaan tersebut, memberikan rekomendasi kepada orang lain atau malah sebaliknya.

Dalam proses menilai impresi pertama, beberapa aspek seperti sikap, gestur tubuh, ekspresi wajah, nada suara hingga tempat kerja itu sendiri menjadi bagian. Dari sambutan yang diberikan, pelayanan hingga lingkungan perusahaan itu akan memberikan penilaian yang cukup krusial.

Ingatlah, impresi pertama adalah impresi terakhir! Apakah Anda ingin membangun impresi terbaik Anda?

For more details on First Impression, please contact:

KIRTI PARKASH

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The first impression, is it vital?

mindclockwork.com         

As an individual, surely the word “First Impression” is no more a stranger in the ears. The self-preparation of always being ready to meet others, especially towards new people is mostly done as to receive positive feedback after every meeting. This does not apply only to individuals as general, but companies as a whole.

The staffs within the companies, whether big or small, are responsible to maintain the goodwill and the impression of the company. Guests and clients will judge about the company through the staffs’ behavior themselves. More than just the staff support, even company’s decoration should support as to show its culture and comfort.

First impressions are judged mostly on staffs’ behavior, gestures, face expressions, words, phrase, voice tone and more about the company on its working area, equipment, material and procedure of working. Combination of both is really important, and this can be done by professional training and practice thereafter. Remember, your company's impression is your consumer's moment of truth!

For more details on Moment of Truth, please contact:

KIRTI PARKASH

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Proses permainan panca indera di touch point!

www.kitchen-theory.com  

Panca Indera merupakan sebuah penciptaan yang luar biasa dalam dunia ini. Panca Indera tidak akan pernah membohongi mengenai apa yang dialaminya. Dengan kekuatan yang dimilikinya, touch point konsumen menggunakan proses panca indera untuk mengetahui apa yang dialami pelanggannya dan mengetahui umpan balik persepsi yang dipercaya akan membantu banyak dalam suatu aktifitas bisnis. Umpan balik merupakan kunci yang penting untuk perusahaan, karena moment of truth yang baik dan benar didasarkan dari riset dan umpan balik pelanggan. Untuk mengetahui sebuah produk atau layanan yang diberikan adalah per ekspektasi, maka cara inilah yang selalu disarankan.

Untuk mendapatkan umpan balik, maka pelanggan tersebut perlu memiliki pengalaman terhadap produk atau pelayanan tersebut. Permainan panca indera sangat tinggi dalam hal ini, karena pengalaman panca indera inilah yang akan memberikan sinyal kepada otak mengenai apa yang dilihat, didengar, dirasakan, dicium dan dicoba. Keseluruhan hasil dari sinyal tersebut akan melahirkan persepsi dari pelanggan tersebut, dan biasanya karena pengalaman tersebut adalah pengalaman pribadi, maka efeknya pun akan bertahan lama. Efek dari persepsi tidak hanya bertahan dengan satu individu saja, dengan adanya pertemanan, perkembangan teknologi dan komunikasi, word of mouth bisa terjadi dan citra juga kesuksesan perusahaan akan bergantung pada hal ini.

For more details on Moment of Truth, please contact:

KIRTI PARKASH

+62 21 8378 3288

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Senses Show Time!

www.coolhunting.com

In the process of perception building at customer’s touch point, all five senses of humans are used thoroughly. A perception about something can only be built if the individual is connected towards it, and those include seeing, hearing, smelling, feeling and tasting them.

For seeing, the customers can experience it by acknowledging the uniforms, style of the office, eye-contact, body language, cleanliness, lighting, colours and more. The hearing perception forms from voice volume, words used, scripts, background music, slangs and more. Coming towards feeling, individuals can judge from the coolness, warmness, comfort of the chairs up to entrance welcome. Perception on smelling can be attained from breath, air fresheners, body odor, perfume, flowers, toilet, etc. and lastly coming towards taste, it can be judged from the food, snacks, drinks and sweets being served during the meetings.

Human five senses play a very important role in this case as perceptions are built from those. Whatever the individual gets from those five senses, it will send to the brain signaling on the good and bad reviews about it. Once the signaling is received, perceptions will be built and surely, no senses will ever be able to lie! As a firm, it is the biggest duty to provide the best to customers, and attain a positive feedback for the moment of truth. Proper planning needs to be done and this can be conducted with the help of experts or consultants.

For more details on Moment of Truth, please contact:

KIRTI PARKASH

+62 21 8378 3288

kirti.parkash@frontlinerinc.com