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Unlocking First Impressions and Moments of Truth with ZoomInfo

Creating Amazing Experiences that Make Customers Come Back (Again and Again) 

Shep Hyken interviews Dominic Constandi, client services and customer success leader and Chief Customer Officer at ZoomInfo. He shares what customer service professionals can learn from their own experiences and use to create lasting value at every point of their customer’s journey. 


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Top Takeaways:   

  • The first impression is not necessarily the first time you meet somebody or do business with a company. It’s what sets the tone for what’s to follow. The last impression is what you remember that hopefully brings you back. 
  • The Moments of Truth concept goes all the way back to the 1980’s when Jan Carlzon, former president of Scandinavian Airlines, came up with the idea to help his employees create a better customer experience. He defined it as whenever a customer comes into contact with any aspect of a business, they have an opportunity to form an impression. That impression can make or break the experience. 
  • First impressions are Moments of Truth that set the tone for the customer’s journey. For example: 
    • Hotels spend a lot of money on their lobbies to create a great first impression. They spend resources to train staff on how to make customers feel welcome the moment they walk in. 
    • How a salesperson answers the first few questions a customer has often determines if they would do business with that company or not. 
  • There is a window of opportunity when customers are ready to purchase a product or invest in a service. It is up to the companies to use data to know the who, what, and when. Who are we talking to? With what message? When is the best time to deliver that message? 
  • Customer experience is more important than ever. Customers are more critical, in this economy, in evaluating what’s giving them the most value when making purchases and investments.
  • You have heard of FOMO or Fear of Missing Out. In this episode, Shep and Dominic discuss FUMU, or Fear of Messing Up, and how it affects customer success. Tune in! 


“Good decisions made from bad data are just bad decisions you don’t know about yet.” 

“Think about things from the customer’s perspective. Challenge yourself to see beyond the processes that logically make sense to your team. Rethink your processes with the customer’s experience in mind.” 

“The loyalty gap is the space between what makes your customers buy your product and the experience that makes them want to come back and do business with you again.”  


Dominic Constandi is the Chief Customer Officer at ZoomInfo, overseeing client service that ensures a seamless experience for his customers.  

Shep Hyken is a customer service and experience expert, New York Times bestselling author, award-winning keynote speaker, and host of Amazing Business Radio.   

This episode of Amazing Business Radio with Shep Hyken answers the following questions and more:   

  1. What is the Moment of Truth? 
  2. How can you help customers to make data-driven purchases? 
  3. What is the loyalty gap? 
  4. How can companies close the loyalty gap and ensure that their customers come back? 
  5. How can customer service teams make a valuable first impression that lasts?  

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