He narrowed the focus further. For SAS, he calculated that in one year, the airline served approximately 10 million passengers. Each passenger interacted with five SAS employees for an average of 15 seconds per interaction. This meant that SAS was being "created" or "destroyed" in the customer's mind
Carlzon realized that a company’s success isn't defined by its assets, but by the thousands of tiny interactions between employees and customers. He called these Moments of Truth 🕒 What is a "Moment of Truth"? Moments Of Truth Jan Carlzon Pdf
Which of these moments are currently frustrating or forgettable? Empower your Team: He narrowed the focus further