Map the Moment of Truth
Identify the highest-stakes customer moment by combining job urgency, VoC evidence, and recovery risk.
Not every touchpoint has equal stakes. The moment of truth is where a customer decides whether your service is safe to depend on. Look for job exposure Ask where the customer has to use your product to make progress in front of someone else, spend money, meet a deadline, or avoid risk. Add VoC proof Use quotes, tickets, call notes, and observed behavior to confirm the moment. Do not rely only on internal intuition. Design the recovery path For each high-stakes moment, decide what happens if the customer gets stuck. A named owner and clear next step often matter as…
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