• Moments Of Truth

    | Categories: Small Business , Business , Jan Carlzon

    Blog by Fuel Accountants

    Creating Outstanding Customer Service Levels To Obliterate The Competition

    In 1987 Jan Carlzon, the CEO of Scandinavian Airlines, wrote the book, ‘Moments Of Truth’. It explained how he took the airline from deficit to profit by ‘moving’ the airline to a customer-focused organisation.

    Now, as you know, there have been many books written on customer service, but where this book and Carlzon’s strategies really differ is his focus on each interaction the customer has with the business.

    CLICK HERE TO READ THE FULL ARTICLE »