29 April 2006

Moments of Truth

Moments of Truth is a book on leadership by Jan Carlzon in 1987, almost 20 years ago.

The term, however, was first used in English in Ernest Hemingway's story Death in the Afternoon (1932). It is a translation of the Spanish el momento de la verdad, signifies the point in a bullfight when the matador makes the kill.

Jan Carlzon defines the moment of truth in business as "anytime a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression."

How is Touchpoint eXperience different from Moments of Truth?

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