“Nobody owns the customer, but someone always owns the moment"1.
So said Walt Disney Vice-President Scott Hudgins about the ‘defining moment’. In customer service terms, it can be thought of any point in time when your customer has an opportunity to evaluate how well you’ve met their expectations.
It may not always be easy, but customer-facing organisations need to understand the right moments within a customer’s journey when they can surpass their expectations and ‘surprise and delight’ them.
What steps can frontline staff at car dealerships take to provide truly outstanding experiences at each and every moment in the customer journey?