Imagine you have just been promoted to the role of marketing director for a local GoodLife fitness club in your community.

In a recent leadership team meeting, the club's owner and president shares that the club has been getting very poor online reviews lately, and many of the comments suggest there are some major service quality issues. In response, you say to the president, "we are not getting the moments of truth right!" The president responds to you saying, "what do you mean by the moment of truth? What can we do get the moment of truth right? Drawing from lecture material, how would you respond to the president? What would you say?

Answer rating: 100% (QA)

Mr President when I mention moments of truth Im referring to the critical touchpoints in our customer journey where members form opinions about our fi... View the full answer