September 2013 – Momma Always Said First Impressions Matter.

Momma Always Said First Impressions Matter

Remember the old days when shoppers used to go to the store, compare products sitting on shelves, and then choose one to buy? P&G called that the First Moment of Truth between the customer and the company.

Yes, that was a long time ago – maybe 10 years…

Now search engines are the “new digital store shelves”, and consumers use online ranking, rating, product review, and social media sites to choose products and services. Google calls this the “Zero Moment of Truth”, or ZMOT, that now shapes brand images and consumer experiences (click here to read more).

Manage ZMOT well and you might get to what the author calls the ultimate moment of truth – when the customer buys your product again.

As always, we welcome your ideas and comments.