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Vanguard’s John Marcante recommends that managers prepare for potential "moments of truth" with customers by testing their companies’ processes themselves and looking for unconventional ways to improve service.
Employees are usually prepared to handle rote requests or common complaints, but also need to be ready for the sorts of emotionally charged interactions with clients that can turn detractors into promoters—and vice versa. Vanguard’s John Marcante recommends that managers prepare for these “moments of truth” by testing their companies’ processes themselves and looking for unconventional ways to improve service.
Vanguard executives and employees discuss their systematic effort to turn customer "moments of truth" into magical moments.