Wednesday, November 3, 2010
Moments of Truth
From bullfighting lexicon, it's also the title of a classic book by Jan Carlzon. Brought in as CEO to turn around Scandinavian Airlines (SAS), his famous quote started the First Wave seminars: "We have 50,000 moments of truth every day."
Carlzon defined a moment of truth as "An episode in which a customer comes into contact with an employee of a company and thereby has an opportunity to form an impression." He turned around the company within one year.
How many moments of truth does your company have every day? How many moments of truth do YOU have every day?