Moments of Truth? Eradicate! Only improve a Moment of Truth if you can not remove it.

In 1997 Steve Jobs returned to Apple*. Over a period of 3-4 years he transformed the business into the most innovative company on the planet. One of his mantras was “the customer experience is the process”. Couple that with  ”If you find a Moment of Truth you should remove or improve it”. Simple ideas that created one of the most successful companies in the universe.What could you do with your Moments of Truth?

* For a complete transcript and video of that AWWDC 1997 event see here.

The post Moments of Truth? Eradicate! Only improve a Moment of Truth if you can not remove it. first appeared on CX Obsession - for Process & Experience Professionals.

The post Moments of Truth? Eradicate! Only improve a Moment of Truth if you can not remove it. appeared first on CX Obsession - for Process & Experience Professionals.