These first seconds are very precious as they create impressions and can turn a browser into a buyer. It is the first time that the customer comes into contact with that brand, and this can be both offline or online. The first moment of truth (FMOT) is described as the first few seconds when the customer chooses one product over another from a rival brand. The customers visit reviews and feedback before moving forward. The concept of ZMOT has been introduced to the world by Google and describes the point when the online customer starts searching for information about a service, product, or brand of his interests. Types of Moment of TruthĪlso Read Brand kit: Definition, Purpose, Types and Examples In such circumstances, he will stay with the brand he was impressed with and not turn to another brand. The fact is that if a customer is delighted after his interaction, then it means that the outcome was positive. In this competitive market, every rival brand is in a rush to fill a gap if it exists in the market and so the importance becomes greater.
The brand and its products can differentiate themselves based on the service they provide.
CUSTOMER MOMENTS OF TRUTH FULL
This matters a great deal because the consumer market is full of numerous products that are mostly similar in most ways. During the customer’s journey, some key event might happen that helps him to change his opinion about a brand, its product or service. The aim of a brand is obviously to ensure that the impact is positive on the user. A customer interacts with a brand numerous times and forms an impression that might be positive or negative depending upon the circumstances.
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