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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
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