Identifying a Moment of truth
A moment of truth is a decisive step for the remainder of the customer journey. Either customers believe that they cannot obtain what they are searching for under the desired conditions and they are not satisfied; Or, on the contrary, they believe that they have found what they are looking for and continue the journey.To specify the steps of a customer journey that constitute moments of truth:
1. Click the Steps tab to access the list of steps in the customer journey.
2. Select the Moment of Truth column.
Check boxes appear on each row of the column.
3. Select the check box that corresponds to the step you wish to specify as a moment of truth.
The step shape is modified.
Step declared as a moment of truth
In the Characteristics property page of the selected step, the check box Moment of Truth is checked.