• Skip to main content
  • Skip to footer

Top Sales World - inspiring the global sales community

  • Home
  • About
  • Contributors
  • JF Initiatives
    • Top Sales Articles
    • Top Sales Awards
    • Top Sales Futurists
    • Top Sales Leadership
    • Top Sales Magazine
    • Top Sales Library
  • Media Pack

What Signals Are You Unintentionally Sending Your Customers?

Shep Hyken - 10 July 2019

I first came across this idea in the book Moments of Truth by Jan Carlzon, which I consider one of the most important books written on customer service. By the way, Carlzon’s definition of a Moment of Truth in business is, “Any time a customer comes into contact with any aspect of your business, however remote, they have an opportunity to form an impression.” That’s every contact and interaction with the company. Carlzon used the example of a coffee-stained tray table. How does that affect the customer’s opinion of the rest of the plane? What if the landing gear is as poorly maintained as the tray tables?
Okay, maybe that seems a little farfetched. Or, does it?
I was reminded of the tray table anecdote on a recent flight to Mexico. My flight attendant told me that earlier in the week, the same flight had been delayed more than two hours. Why?

Footer

Follow Us

  • LinkedIn
  • Twitter

Our Partners

Sandler Training
Amy Franko
Assessments 24x7
Integrity Solutions
Kurlan & Assocs
Membrain
Mereo
Objective Management Group
Salesforce
Sandler Research Center
Privacy & Cookies: This site uses cookies. By continuing to use this website, you agree to their use.
To find out more, including how to control cookies, see here: Cookie Policy

© Copyright 2010 - 2023 topsalesworld.com · All Rights Reserved · Contact· Privacy Policy · A JF Initiative