Moments of Truth

Just read this book, Its small and wonderful shows how Jan Carlzon used some basic principle to turnaround the companies he worked upon. his mantra is very simple Customer and Employees first which helped him turnaround these companies, A good read for people in Leadership or Planning to move up the chain.Thank You!!

Great to read his leadership and his ideas

Great insights, relevant all times, occasion and geography. In fact a true leader primarily produce more leaders and let them lead

Good book, still reading....

A must read for all in corporate world.

Excellent Book

Good

While the book and the case histories it contains are pretty old by now, Carlzon's message remains clear and unmistakeable. The "moments of truth" (those brief instants in which customers come into contact with your front-line staff) define the image of your company in the eyes of the consumer.There are still far too many so-called service companies (not just airlines) that pride themselves on being customer-oriented, but are in reality product- and process-oriented. This is a great read for all managers, trainers and lecturers.

A great book, and it arrived on time.

This book was great when first read it abotu 15 years ago, it still is. Some of the simple messages are still valid and it a good primer on marketing in a real world.

Best book ever written on customer service. Shame 95% of business owners have never read the book and waste time and money promoting themselves rather than just focussing on the customer/client.

Must read for all in the service industry!