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Moments of Truth in Hospitality

Some different articles that address Moments of Truth in different businesses and different sectors.

Moments of Truth are defined as the various touch points that occur between a guest and a business. In those Moments, a guest’s emotional bonding to business is either positively or negatively impacted. Ideally there are more Moments that deliver a positive than negative result. Subsequently, the guest develops a greater emotional connection to the brand.

Alas, many businesses and teams fail to understand what it is that their guests are looking for and expecting. The result is that their delivery in those Moments is left wanting. Moments of Truth have shown to be correlated to financial metrics for a business, and it failing in those Moments, there can be a noticeable long-term loss to the business.

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