"One of the most powerful (and surprisingly simple) ways to strengthen that leadership is by recognizing and maximizing what I call SMILE Moments those small but significant interactions that leave people feeling valued, cared for and connected. This idea isn't new. It builds on a classic principle from Moments of Truth by Jan Carlzon, former CEO of SAS Airlines, who showed the world that every touchpoint with a customer shapes how they view your business."
"Back in the 1980s, SAS Airlines was struggling. Passengers were frustrated, the brand was fading, and the company needed a complete turnaround. Carlzon recognized that what mattered most wasn't the planes or even the ticket prices. What mattered was how the customer felt during every single interaction with the airline. He called these interactions Moments of Truth. Every time a passenger touched the company whether booking a ticket, checking a bag, asking a gate agent a question, or interacting with a flight attendant"
Every real estate agent leads their business, their transactions, and the client experience. SMILE Moments are small but significant interactions that leave clients feeling valued, cared for, and connected. The concept extends Jan Carlzon's Moments of Truth idea that every customer touchpoint shapes perception and reputation. Assigning ownership of micro-moments to frontline roles builds consistent experiences. Focusing on these moments can transform a brand and create lifelong clients rather than one-off transactions. Disney applies a similar philosophy with Magical Moments and empowered cast members to create memorable customer experiences.
Read at www.housingwire.com
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