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ThetruthaboutMomentso
ofTruth
GeertMartens,practiceleader4CConsulting
p
g
geert.martens@4Cconsulting.com
@geert_martens
http://www.slidesha
are.net/gmartens
http://be.linkedin.com/in/martensgeert
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KPI
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Behavioral
principles defined
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Customer
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(Dontopenashopunless
yyouliketosmile ChineseProverb))
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Customer
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Moments of
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KPI
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Moments ofTruth
understood
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com
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Customer
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Employees
engaged
Processes
designed
Behavioral
principles
defined
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understood
KPI
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measured
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mana
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Customer
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Employees
engaged
Processes
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principles
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Moments of
Truth
understood
KPI
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measured
KPIs measured
T
Top
mana
agement
com
mmitted
C t
Customer
Experience
designed
Employees
engaged
Processes
designed
Behavioral
principles
defined
Moments of
Truth
understood
KPI
KPIs
measured
Top mgmt
committed
Shift the
demand
curve
Customer
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Experience
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designed
Behavioral
principles
defined
Employees
engaged
Moments of
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understood
Processes
designed
KPIs
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Reduce costs
Excellent
performance
on MoT
Great
er
Custome
Experiencces
Generate
revenues
Create
competitive
advantage
www.4cconsulting.com
http://www.flickr.com/photos/kallifornia24/40311354/sizes/l/in/photostream/
geert.martens@4
4Cconsulting.com
@geert_martens
http://www.slideshare.net/gmartens
http://be.linkedin.com/in/martensgeert