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Dealing with a Moment of Truth in a “Purchase a Gift” Scenario
The Case of the Purple Flip Flops: Test Drive of Linda Anderson.com
March 15, 2007
By: Ronni Marshak
 
Executive Summary: 
In every type of scenario, there are three or four moments of truth (those vital moments when, if not successful, we go elsewhere). A failed shopping experience at lindaanderson.com demonstrates the importance of meeting and measuring your customers’ moments of truth. It also shows the importance of empowering support staff to fix a broken relationship.


Other Recommended Items:
How Customers Want to Plan for Retirement with Financial Security
Identifying and Measuring the Key Moments of Truth in the “Planning for Retirement” Customer Scenario® Pattern
5/14/2009 - By:Ronni Marshak
Price: $995

How Customers Want to Learn a New Skill
Identifying and Measuring the Key Moments of Truth in the Customer Scenario® Pattern of Acquiring a Skill
4/30/2009 - By:Ronni Marshak
Price: $995

How Customers Want to Upgrade to a New "Model"
Identifying and Measuring the Key Moments of Truth in Product/Service Upgrade Customer Scenario® Patterns
2/26/2009 - By:Ronni Marshak
Price: $995

 
 
 
 
 
 
Price: $95.00
Pages: 13
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License: Single User
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