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Moment of Truth (MoT) Analysis seeks to understand the 'moments of truth' of your customer interface. . The term 'Moment of Truth' was coined by Jan Carlzon, .

Translating moments of truth into cycles of service . comes from Jan Carlzons book Moments of Truth, and it refers to any interaction that a .

The moments of truth were established when Jan Carlzon was CEO of SAS . for the delivery of the moments of truth. Carlzon defined . THE CUSTOMER BLISS .

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