Delight Your Consumers … At Both “Moments of Truth”
I’m currently reading an outstanding book coauthored by former Procter & Gamble Chairman & CEO, A.G. Lafley and uber-consultant and bestselling author, Ram Charan entitled, The Game-Changer. Early in the book, Lafley stated the following: “Our first goal at P&G is to delight our consumers at two ‘moments of truth.’ First, when they buy a…