"Moments of Truth"

Every interaction between a customer and a vendor is a "moment of truth." Did the sales person listen? Did the product work as documented? Was customer support friendly--and did they resolve the problem? Every interaction gives your company a chance to keep your promises... or break them.

Seth Godin writes, "I just spent the last few days on the phone with HP, Creative and Maytag. Infuriating. Difficult. Time-consuming. In two cases, I 'won' the discussion, but of course, both of us lost. In the other, they won; I gave up and don't expect to return any time soon."

Last week I returned my iPod for repair and Apple fixed and returned it this week. They sent an email explaining how to return it, sent me an email indicating they received it, and sent a final email reporting it was on its way. They solved the problem quickly, and kept me informed all along the way.

Do you consider customer support a cost to be cut? It's truly an investment in customer loyalty.

Steve Johnson

Steve Johnson

Steve Johnson was a founding instructor at Pragmatic Institute, a role he held for more than 15 years before he left to start Under10 Playbook. In his return to Pragmatic Institute, Steve supports the complete learning path for product teams, ensuring they are fully armed for success. 

Over the course of his career, Steve has helped thousands of companies and tens of thousands of product professionals implement product management processes. He has worked in the high-tech arena since 1981, rising through the ranks from product manager to chief marketing officer. Steve has experience in technical, sales and marketing management positions at companies that specialize in both hardware and software. In addition, he is an author, speaker and advisor on product strategy and product management.

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