Archive for April, 2013

Moments of Truth

April 9th, 2013 | Posted in Clarity, Effectiveness, Leadership Fitness

In Service America! Doing Business in the New Economy , Karl Albrecht and Ron Zemke alerted us to the competitive advantage of service quality. In our work with Fit Leaders, we often borrow a concept from Albrecht known as Moments of Truth. A Moment of Truth (MOT) is any episode in which the consumer or […]