SHITISH AHLUWALIA

An instance where customer and organization comes into contact with one another in a manner that gives the customer an opportunity to either form or change impression about the firm thereby result in moment of magic or moment of misery.

Customer Problem Direct Eye Contact Positive Attitude Towards Customer Customer Time Is Precious Customer Confidence Positive Viral Marketing

Train Employees Authority To Employee Address Customer By Name Customer Convenience Proactive Recovery System Decision Making

 Moment Of Truth - Beneficial or hazardous to organization. Highlight organization weakness. Positive or negative viral marketing. Past & current customer behavior = predictor of future

customer behavior. Action->Reaction->Feedback->Repeat.