Moments of Truth structure

The roles in and around Moments of Truth Management – Guest article, Doug Bell

To turn an organization into a Successful Customer Outcome-producing machine, adopt a simple governance structure that is easy to deploy and operate:

Doug Bell, CEO The Experience Manager, Colorado

The Experience Manager leads the experience team for a specific customer experience. They are the central figure for:

  • Setting the vision for a successful customer outcome (SCO)
  • Measuring and reporting SCO production
  • Identifying the moments of truth

Moment of Truth Managers lead the design of specific moments of truth.
They are the central figures for:

  • Setting the vision for a Successful Moment of Truth outcome (SMOTO)
  • Measuring and reporting SMOTO production
  • Illustrating how to produce the SMOTO

Experience Producers either directly produce moments of truth for customers or support others who do. They are central figures for:

  • Producing SMOTO’s & SCO’s
  • Innovating to help improve outcome production

How to deploy & operate in existing structures

Select a customer and decide who will lead in The Experience Manager role

Create the Moment of Truth Management framework

  • Set a vision for a successful customer outcome.
  • Identify the moments of truth and a successful outcome for each.
  • Define metrics that measure SCO & SMOTO production.
  • Assign a Moment of Truth Manager for each moment of truth

Design each moment of truth

  • Illustrate the organization’s plan for producing each SMOTO.

Innovate

  • Share the MOT framework & designs with all Experience Producers
  • Give the Experience Producers a direct channel for sharing ideas to improve outcome production

Evolve

  • Report SCO & SMOTO production performance
  • Evolve the MOT framework & designs to improve SCO & SMOTO production

Additional Resources

James Dodkins (aka CX Rockstar) Video on Moments of Truth: https://www.linkedin.com/feed/update/urn:li:activity:6543961416389410816

TEM – How to Manage MOTs: www.theexperiencemanager.com 

Moments of Truth 2019: https://www.linkedin.com/pulse/moments-truth-v2019-steve-towers-ceo-cppc-acxc/

5 Top Must follow Customer Experience Blogs

We all wish to cut through digital overload and focus scarce attention on the things that contribute to our busy business lives. Here we have pulled together, based on membership feedback ‘must follow’ blogs.

They are Rated by CPP professionals for their content, objectivity and interesting articles/research into Customer Experience Management.

So what matters most?
(1) information content
(2) relevance to the actionable content
(3) popularity in terms of readership, and last but not least
(4) credibility in the eyes of the customer and process community.
Naturally this research is a moving feast and will evolve further, we will keep you in the picture… visit the top 5 table here.

Join your fellow professionals in getting more scientific about the Customer Experience.


Join us to learn the Secrets of Apples, Googles, Zara, Zappos and Emirates success

Certified Process Professional Masters Champions (CPP-Master) Program

An internationally recognized program with proven track record delivered by been there and done it coaches more than 150 times, in 57 cities with delegates from 108 countries.
The program, now in its tenth year, utilizes the BP Groups approaches and framework to help you and your organization win the triple crown – simultaneously reduce costs, grow revenues and enhance service.
Producing Immediate and sustainable business results across any industry and sector.

Become a qualified CPP-Master and demonstrate your professionalism http://www.bpgroup.org/book-class.html