A hero moment occurs any time an employee, a team, or an entire company rises to the occasion to provide customers with outstanding service. Hero moments aren’t limited to over-the-top actions. They include everyday service encounters as well. In his book, Be Your Customer’s Hero, customer experience strategist Adam Toporek defines it this way1: “It means being there when the customer needs you and making your personal interaction with the customer as memorably positive as possible.”
