Moments of glory happen when we exceed customer expectations during an interaction where they have difficulties, need help or encouragement, or simply would welcome something ‘extra’. Let’s look at both types in more detail, along with ways to encourage the positives and alleviate the negatives. In general, moments of truth fall into two major categories: Since then, we’ve seen quite a few tweets and posts from people who were really excited to see it. We introduced a popup that shows up once you complete 60% of your map.
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