They might be able to track it on the FedEx page, but there’s no branded moment or cohesive experience. Sharma shared his philosophy: In the online world, retailers drop the ball after customers click “buy.” Customers don’t know when they’re going to receive their package. It is that gap, as I call it, which is where this new Moment of Truth lives.
That can be as short as two hours with Amazon’s new expedited delivery program, or several days, or even longer. Eventually, he left Apple to start his own company, Narvar, which focuses on The After Experience, which is the period of time from when the customer buys a product online to when he receives it. Sharma started working with Walmart in 2006, designing the next generation multi-channel supply chain network, and eventually made his way to Apple in 2010 where he drove all aspects of the shipping and delivery experience. I had the chance to interview Sharma about his concept. It is this new Moment of Truth that I want to take a closer look at today. Now, there is another Moment of Truth, which is brought to us by Amit Sharma, the CEO and founder of Narvar. Which then leads to the Zero Moment of Truth.
came up with a version, which it called the Less Than Zero Moment of Truth (
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