Your ability to be there and deliver experience reliability gives your customers a story to tell in social media. Make the moments of truth a positive story that your customers can tell others.
Taking the Reliable Experience to Differentiation – When you have established a reliable experience, you’ll find it more natural to create cross-company teams for rebuilding aspects of the experience
Why the Moments of Truth Are Alive and Well – Identify the opportunities that exist to give your customers a reliable experience.
United (Cross-Silo) Experience Reliability and Accountability – Reliability in your experience is managing the key touch points with shared accountability across the silos.