"Moments of truth" are instances when:
A)new products are launched.
B)a firm is audited.
C)a customer comes into contact with an employee.
D)a new competitor enters the market with higher quality.

Question

Quizplus · Accepted Answer

Moments of truth refer to the specific points in time when a customer comes into contact with an employee, either directly or indirectly, and forms an impression about the company, brand, or product. It is a critical opportunity for the company to create a positive experience and establish trust with its customers. Launching new products, being audited, or facing new competition may also be important events, but they are not necessarily moments of truth.

"Moments of Truth" Are Instances When