This “Manage the Moments” app is designed to help service teams “map” the customer experience, enhancing it and making it unique and memorable. Each customer experience is made up of a series of “Moments” when our customers come in contact with our people, products or facilities. Use this exercise in staff or pre-shift meetings to identify each of the Moments that compose the customer experience, reinforce best practices for, each, determine potential stumbling blocks, and - most importantly - brainstorm creative ways the team can make each moment unique and memorable for the customer.

This app is based on the best-selling book “The Renegade Server” by Tim Kirkland. The Renegade Server is a collection of tactics and techniques that help front line teams, managers and owners dramatically improve income by serving better, selling more and genuinely engaging customers.