• Moment of Truth
  • Putting Employees First
  • Professional & Personal
  • The Angry Customer
  • The Second Impression
  • Customer Centricity
  • BACS™
  • Every Time is First Time
  • The Winning Edge
  • Service is a Feeling

Foundation Expert
Managing Moments of Truth

Moment of TruthEvery opportunity that a customer gets to form an impression of the organization is a moment of truth. The vast expanse of mediums and the multitude of options not only mean greater exposure but also a challenge to get things right – consistently. This program helps map the entire spectrum of moments of truth – exteriors and ergonomics down to the number or rings on the telephone before the call is answered – and successfully convert them to moments of trust.

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