Depending on the customer experience, moments of truth or interaction points will do one of three things:

• Create customer evangelists, who will recommend you to others.
• Create passive customers, who feel neutral about your service or product.
• Create the dreaded detractor customers who are disenfranchised and will not hesitate to tell others about their poor experience.

Learn more about TELUS's own magical moments of truth by reading our latest client testimonials.