Moments of Truth in the Customer Journey: How to Identify Them
Moments of truth can turn potentially positive experiences into negative ones, and vice versa. This is why knowing and understanding moments of truth requires a thorough understanding of the customer journey.
Before starting we must know what a customer journey is:
What is the customer journey?
The customer journey is the process by which we detail all the stages and touchpoints a potential or existing customer goes through when interacting with a company, from the moment they discover it to the moment they purchase a product or service and the subsequent after-sales process. These stages typically include:
- Discovery: It is the stage where the customer becomes aware of the existence of the product/service or the company that offers it.
- Consideration: The customer investigates and evaluates whether what he has found in the first stage meets his needs.
- Buys: The customer makes the decision and purchases the product or hires the service.
- Experience: The customer uses and experiences the product/service, validating it, so you deliver what they were expecting.
- Loyalty: The company seeks to retain customers and turn them into repeat customers, customers who always think of the company or brand when they need a product.
- Recommendation: A satisfied customer can recommend the brand to others, thus achieving the most effective word-of-mouth advertising possible.
Proper customer journey mapping helps companies better understand customer motivations, behaviors, and experiences at each stage. This allows them to identify friction or pain points, optimize interactions, and deliver an excellent experience throughout the entire customer lifecycle with the brand.
The customer journey can have many touchpoints, and any one of them, if poorly managed, could derail the interaction and lead to a poor experience. Organizations shouldn't allow this to happen. According to research, it only takes three bad experiences for a customer to permanently abandon a company.
Customer experience professionals might consider any touchpoint in the customer journey a moment of truth, or a point at which a customer makes a decision based on the experience, whether good or bad. Most organizations have a lot of work to do around the customer journey and, therefore, their moments of truth.
What is a moment of truth in the customer journey?
A moment of truth is a critical point of interaction between the customer and the company or brand. At this point, the customer forms a lasting impression of the quality of the service or product offered.
For many organizations, the customer journey begins when the consumer interacts with the contact center. They have no visibility into a consumer's relevant activities before that initial email, phone call, text message, web chat, or other interaction channel. But activity outside the contact center is just as important as the interaction and post-interaction events.
Types of moments of truth
Customer experience professionals must consider several different moments of truth throughout the customer journey.
1. Moment of truth less than zero:
This moment is built on the idea that the customer has decided not to buy from the company or brand again, having had a bad experience, or to be exact, three bad experiences, based on the research mentioned above.
When this customer decides to share their bad experience with others, they form a negative perception, creating a moment below zero. This is why dealing with these customers and preventing these moments from happening would be ideal for a brand or company.
Given the above, it is essential that the customer experience manager work on these events and how they can be mitigated.
2. Zero moment of truth:
Consumer reactions to negative experiences also come into play in the next stage: the zero moment of truth (ZMOT). This also occurs before a real engagement. This is when customers actively research products and services.
Customers leave reviews on rating websites or some even via social media after a bad experience with a company or brand. These ratings and posts are problematic for businesses, and customer experience leaders must have formal processes in place to anticipate them and provide the best response.
At this early stage of the customer journey, it's highly relevant for leaders in the customer experience space to use search analytics to measure how many people visit your help pages, which can help you better understand consumer behavior. You also monitor social media platforms like Instagram, LinkedIn, and TikTok, as well as third-party ratings and other websites for references to your products and services.
3. First moment:
This moment refers to the first time a consumer interacts with a product or service, whether in a physical location or online.
4. Second moment of truth:
The first time a consumer uses the product or service.
5. Intermediate moment of truth:
Points at which the consumer interacts with the contact center.
6. Third moment of truth:
All post-purchase activity.
How to identify moments of truth
Organizations have a variety of technology options and strategies to help them understand the customer journey and moments of truth. These include the following:
- Customer journey mapping tools. These tools can visually identify end-to-end touchpoints to identify better opportunities to engage with consumers for an improved experience.
- Visual engagement. Activities such as co-browsing, screen sharing, or video calls can help consumers complete forms or agents diagnose problems and guide them through resolving a product issue.
- Customer feedback. Using Voice of the Customer or other customer feedback tools, teams can gather insights and analyze customer sentiment in the moment (with AI assistance) or over time.
- Social listening tools. These can quickly uncover who's saying what about the organization and encourage positive messages or discourage negative posts.
Many organizations understand the value of using technology to make the customer journey more seamless. With these tools and strategies, better understanding and responding to moments of truth should be achieved.
Keywords: Service cycle, Moments of truth, Marketing, Customer service, Customer experience.
Fountain: Techtarget
#We invite you to read our blog post «Contact Center: How to take care of your service agents?»
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