You can’t monitor and audit every tiny facet of your business, or you won’t have time to run the business. So where does execution matter most? It matters most in the critical moments I call Moments of Truth—the moments where execution can mean the difference between success and failure.
Moments of Truth are those critical times when a customer forms an impression of you, deciding whether your offerings and their standards see eye-to-eye. Though they vary from industry to industry and business to business, every business has them. (more…)