Moments of Truth, Misery and Magic – Taking Care of the Customer
It’s all about making Moments of Magic! What is a Moment of Magic and where did it come from? In 1986 Jan Carlzon, the former president of Scandinavian Airlines wrote a textbook, Moments of Truth. In his textbook, Carlzon defines the moment of truth in business as this: “Anytime a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression.” More information: more info
