Every interaction contributes to an experience or merely results in a transaction. Each instance is an opportunity to provide service -- in a memorable, impactful way. Recognizing where we meet our internal and external customers begins with the way we communicate, acknowledge and motivate. From the first interaction to the last email thread, the touch points along the customer journey define trust and show our value. Let’s explore and distinguish MOTs, Moments of Truth, through vivid storytelling and proven techniques to maximize each interaction. Key Takeaways 1) Evaluate your current customer landscape to assess the impact of your touch points. 2) Compare styles of communication, acknowledgement and motivation extended to internal and external customers. 3) Synthesize new options to make each interaction sing!