Adam and Jeannie explore some universal customer tipping points, or moments of truth in the customer journey, for you to examine today.

3 Powerful moments of truth in every customer journey

Where are your customers when they decide whether to stay on board or jump ship? When do they decide to explore your competition instead of becoming loyal or advocating for your brand? These are powerful moments of truth, and every customer journey is filled with them.

“Any journey has that moment of truth as a point of decision-making.” -Jeannie Walters

While you may have a keen eye on tipping points around deal closings, renewals and upgrades, many moments of truth which can be just as powerful go unnoticed.

“How are you reassuring them and making sure they know you’re there?” -Adam Toporek

Every customer journey is different and has many unique tipping points, so finding them all is hard work! Where should you start!? To zero in on the moments that matter most to your customers, start with these moments of truth Adam and Jeannie have observed in just about every industry.

Tip the scales in your favor by examining these 3 universal moments of truth today!

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• 360Connext® post, 3 Reasons Your Brain Won’t Let You See the True Customer Experience
• Customers That Stick® post, Negativity Bias and Customer Service
• Episode 235: Customer Experience Touchpoint Tips
• Episode 227: (Tip) Majoring In the CX Minors
• We're on C-Suite Radio! Check it out for more great podcasts

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