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In the process of moment of
truth, in order to get the correct understanding between the firm and
customers, finding out the touch point of the customers is important. Customer touch
point can be narrated as the moment where the customers create the perception
on the service the firm provides.
Customer Touch Points or can be
said as CTM are normally used by firms to find out on customers satisfaction
and bring about the goal possibly towards the new movement to improve customer
experiences, relationships, sales and even internally towards employee loyalty. As said before, this process is important as the
perception that is usually made by the customers is accumulative and once the
perceptions are created, it is difficult to change it in the later needs. The
journey before the touch point really counts, and this is when moment of truth
also comes in action.
In
this business era, just finding out generally on the needs of the customer is
no more to be successful as before. Deep understanding about them, in
combination with the skills of the employees can bring about positive moment of
truth. Touch points can be seen as a window to see, measure and understand
better the perception in a detailed manner.
For more details on Moment of Truth, please contact:
KIRTI PARKASH
+62 21 8378 3288
kirti.parkash@frontlinerinc.com
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