Moments Of - Truth Jan Carlzon Pdf [better]

Forty years later, the book remains relevant because human nature has not changed. We still want to feel respected. We still hate waiting. We still remember the person who helped us when we were lost.

Carlzon famously observed that a passenger's total experience with SAS might last several hours, but the are brief — e.g., the 10 seconds a ticket agent spends greeting them. If that agent needs to call a supervisor for a simple decision (e.g., rebooking a missed connection), the moment is lost. Moments Of Truth Jan Carlzon Pdf

Winning the 15-Second Battle: Lessons from Jan Carlzon’s "Moments of Truth" Forty years later, the book remains relevant because

Find one stupid rule that stops your frontline from helping the customer. Remove it immediately. Tell your team, "If you break this rule to make a customer happy, I will defend you." We still remember the person who helped us when we were lost

Carlzon famously said: "An individual without information cannot take responsibility; an individual who is given information cannot avoid taking it."

Within one year, SAS went from a $20 million loss to a $71 million profit. It was named "Airline of the Year" by Air Transport World magazine.