Moments of Truth Jan Carlzon, who became the CEO of the problem-ridden Scandinavian Airlines Systems (SAS)1 in 1981 and turned it around in two years’ time, described various encounters with customers as ‘Moments Of Truth’. He underscores, that a moment…
Shun “The Dumbest Idea”! Or, End Up With Dumb Customer Service.
Picked up from a statement made by Jack Welch in 2009[1], the “The Dumbest Idea” phrase has been cited so very often in media debates that it has now become synonymous with the term ‘share holder value maximisation.’ The full…