The moments of truth program is a structured analysis for a client at POS level or during the deployment of core services, how well employees live up to the intended internal standards, the standard of the sectoral leaders or the customer expectations attached to the communicated image or actual price level.

Based on the collected data corrective action is agreed with the management, which could be specific training for POS and service staff, change of price level and written procedures or different focus within the market communication. In this sense the perceived gap between brand promise and actual performance can be gradually closed.

The program is from the scratch custom-tailored and is suitable for all sectors, where provided services and people dealing with people are key determinants of company success.