Moments of Truth

As president and CEO of Scandinavian Airlines (SAS), Jan Carlzon turned a weak air carrier into an astonishing success by positioning it as "the businessperson's airline". Under his leadership, SAS won numerous international awards for service innovations, including Airline of the Year. It also became one of the world's most profitable airlines. His top-to-bottom remake of SAS was driven by replacing production orientation with customer focus. One of the Carlzon's most far-reaching innovations was to define the fleeting contact between a business and its customers as a crucial "moment of truth". His book of the same name is now a customer service classic. In this revealing keynote presentation, Carlzon talks about focusing on the customer. You'll gain insight into managing the elusive "moment of truth", which , no matter how brief or seemingly meaningless, makes or breaks the service provider.