Step two: Start to make a handbook of your Moments of Truth

The first part was to recognize your Moments of Truth now we dig deeper in to those Moments.

Make a one A4 paper from all of your Moments of Truth. Write down a short description in every paper. There should be at least these things writen down:

• Name of the Momenth of Truth
• Write a short description
• Where it takes place?
• Who is a typical customer in this situation?
• If you meet in person, who typically is the person from your companys side?
• Who is the person who will take care that this Momenth of Truth will improve? Name it!
  
• If there is a problem in this Momenth of Truth who will deal with a customer and how?
• What kind of marketing material you use to create your brand in this Momenth of Truth?
• What is your goal in a three different levels:

1. What kind of atmosphere you want to create in a customer mind?
2. How will the customer remember this Momenth of Truth later and is there a way to make him to tell it and your company forward easily?
3. What is the reason why your customer is in this Momenth of Truth? How about the expectations, do you know them well?

When you have done this you know a lot more and you can start to go deeper on your customer mind and shoes.