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Today you are not behind your competition. You are not behind the technology. You are behind your consumer. Rishad Tobaccowala, Chief Strategy & Innovation Google have opened the debate on Officer , VivaKi Zero Moments of Truth – before you even get a chance to directly interact with the customer they are getting information, forming opinions and making decisions online and using social media. You don’t control these channels but the information and communication you put out can influence opinion. You need to act but you need a strategy to do so. 36 CUSTOMER EXPERIENCE Now you know what they are you ZERO MOTS can download the Google book, presentations and toolkits for free on ZMOTs to work out how to make the ZMOT work for you and your team at: www.zeromomentoftruth.com