Moments of Truth

Name: Moments of Truth
Brand: Arotahi Agency
SKU: 9780060915803
Price: 50.0 NZD
Availability: InStock

By Jan Carlzon

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Summary

Moments of Truth by Jan Carlzon is a compelling exploration of customer service excellence in the business world. The book chronicles Carlzon's transformative leadership at Scandinavian Airlines, detailing how he empowered employees to deliver exceptional customer experiences at critical interaction points. It's an insightful guide for entrepreneurs and business leaders aiming to revolutionise their customer service strategy.
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Format: Paperback / softback

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Moments of Truth

$50⁰⁰

Book Hero Magic created this recommendation. While it's new and still learning, it may not be perfect - your feedback is welcome! IS THIS YOUR NEXT READ?

You might enjoy this book if you're interested in leadership strategies and customer service excellence. It delves into transforming organisational culture by focusing on pivotal moments that define customer experiences, offering insights from the author's real-world success in business.

The president and CEO of Scandinavia Airlines (SAS) shows how to adapt to the new customer-driven economy.

Description

The president and CEO of Scandinavia Airlines (SAS) shows how to adapt to the new customer-driven economy.

Moments of Truth by Jan Carlzon delves into the essential strategies and transformations adopted to thrive in a rapidly evolving market. Through insightful analysis and practical examples, discover how to prioritise customers and reinforce your business's success in this dynamic landscape.

Book Hero Magic summarised reviews for this book. While it's new and still learning, it may not be perfect - your feedback is welcome! HOW HAS THIS BEEN REVIEWED?

Moments of Truth by Jan Carlzon is lauded as an insightful book on leadership from a CEO's perspective. It is praised for its practical and transformative approach to leadership, making it highly recommended for those interested in business and management practices.

Book Details

INFORMATION

ISBN: 9780060915803

Publisher: HarperCollins Publishers Inc

Format: Paperback / softback

Date Published: 29 March 2001

Country: United States

Imprint: Harper Business

Audience: Professional and scholarly

DIMENSIONS

Spine width: 9.0mm

Width: 135.0mm

Height: 203.0mm

Weight: 159g

Pages: 160

Collections

Business & Entrepreneurship Business Leadership & Management Jan Carlzon Non-Fiction

About the Author

Jan Carlzon was born in Nykoping, Sweden, in 1941. After receiving his M.B.A. from the Stockholm School of Economics in 1967, he joined Vingresor, Sweden's largest tour operator, first as product manager and later as head of marketing. In 1974, when the package-tour business was in a tailspin because of the first energy crisis, he was named managing director of Vingresor at the age of 32 and soon reversed that company's economic decline. In 1978 he became managing director of Linjeflyg, Sweden's major domestic airline, and in 1981 he took command as resident and chief executive officer of SAS, the consortium of the national airlines of Denmark, Norway, and Sweden. At both Linjeflyg and SAS his leadership turned heavy economic losses into healthy profits within a year. Mr. Carlzon is frequently invited to give talks and interviews worldwide on leadership and customer-oriented business strategies.