Product
A customer first encounters a new mobile device in a shop and takes a look.Service
A customer's first stay at a new hotel in a city they often visit.Brand
A customer's first stay at a chain of hotels.Second Moment of Truth
A customer's first interaction with a product after purchasing it. For example, a child who unwraps a new toy at Christmas.Zero Moment of Truth
When a customer first hears about a new brand, product or service from friends or media sources. For example, a customer who reads a review of a mobile device on an ecommerce site.| Overview: Moment Of Truth | ||
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Definition | A customer's first interaction with a brand, product or service. | |
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