USABILITY NOTE NO.5: Moments of Truths

Identify and monitor “moments of truths”.

These critical interactions have a major effect on the customer-provider relationship.
To improve them is to improve the customer experience and reduce customer pains in an ongoing and reactive manner.

Resources:
http://ijgolding.com/2014/03/15/white-paper-designing-improving-the-customer-experience-in-financial-services/

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USABILITY NOTE NO.5: Moments of Truths

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