What does MOT mean?

[Cayden]

MOT is commonly seen in automotive sales techniques. It is not only applied in car sales but is also widely reflected in social life, work, and study. MOT (Moment-of-Truth) – the critical moment. MOT is a key indicator, a concrete measure of customer orientation, because from the customer's perspective, they only remember those critical moments – MOT. Additional information: Below is an introduction to the concept of MOT research: 1. In satisfaction research, there is a very important branch called Moment-of-Truth research, which is often used in satisfaction studies for human-centric services. 2. In the 1980s, Jan Carlzon, the president of Scandinavian Airlines, proposed that on average, each customer interacts with five service personnel during their experience with the company's services; within the brief 15 seconds of each interaction, the entire company's impression in the passenger's mind is determined. 3. Therefore, it is defined: every point of contact with the customer is a critical moment, which is approached from three aspects of the personnel: A appearance, B behavior, and C communication. These three aspects are important factors influencing customer loyalty and satisfaction.