Moments Of Truth Jan Carlzon Pdf

If you are in any leadership role—or aspire to be—this book will challenge you to look at your own organization not through the lens of assets or processes, but through the eyes of your customers and the actions of your people. It will leave you with the question:

It is not about what the company can do, but what the customer needs in that moment. Key Moments of Truth (Examples) Moments Of Truth Jan Carlzon Pdf

Carlzon calculated that the average SAS passenger came into contact with approximately five frontline employees per trip, and each interaction lasted an average of 15 seconds. With 10 million passengers flying SAS annually, the airline created . If you are in any leadership role—or aspire