"Any episode in which a customer comes into contact with any aspect of the company, however remote and thereby, has an opportunity to form an impression."
Moments of Truth is widely regarded as one of the most influential business books of the 20th century. In it, Jan Carlzon documents his transformation of the struggling Scandinavian Airlines (SAS) into a profitable, customer-centric organization. The central thesis is simple yet revolutionary: an organization’s success is not determined by its internal hierarchy or assets, but by the interactions that occur between customers and frontline employees. Moments Of Truth Jan Carlzon Pdf
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