Honesty: Don’t try and hide anything. Customer: “Be honest with me when you get it wrong, and address the issue.”
Reliability: Your business should be one that is reliable (things work here).
Consistency: deliver a consistent experience for both mobile and desktop = satisfied and loyal customers
1. Identify the moment of truth in the overall customer journey
2. Track and monitor the performance of these interactions
3. Dedicate efforts and resources to improve the failed moments of truth
4. Reduce customers’ pain points, uncertainty and minimize risks
5. Gain valuable and long-term relationships with customers, and create a personalize customer experience