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Creating Goose Bump Moments

One of the most talked about tools at the 2016 B-to-B CX Summit was Journey Mapping. Journey Mapping is an approach that helps business leaders see the customer perspective through the customer lens. There are many benefits to Journey Mapping, but one of the most significant is the identification of the moments of truth.

A moment of truth is the most significant customer interaction that creates (or destroys) value perceptions. It is the make or break moment.

At the CX Summit I was talking with Robert Snyder about dancing (don't ask). Robert was explaining that in dancing they use the term "hit" to represent the goose bump moments in a dance (or song). For CX, the moments of truth, when executed well are our hits. They are the opportunities we have to create a strong emotional connection with the customer. To create an interaction the customer values and won't forget. The moments of truth are our goose bump moments.

In dancing and music hits are very deliberate and there are only a few. The same is true for B-to-B CX.

Do you know the hit moments in your customer's journey?

About the Author

Leslie Pagel

Leslie Pagel

As vice president of customer experience, Leslie is responsible for incorporating the voice of Walker’s customers into the solutions development process. To do this, Leslie spends the majority of her time interacting with Walker account teams, clients, and prospective clients to understand their business challenges. She coordinates several listening posts that are used to drive strong client relationships and enhance our consulting and technology capabilities.

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