Moments Of Truth Jan Carlzon Pdf |top| Jun 2026

"Any episode in which a customer comes into contact with any aspect of the company, however remote, and thereby has an opportunity to form an impression."

Carlzon argued this was backwards. The customer is at the top . The frontline employee is next to the customer. Therefore, the frontline employee must have the power to make decisions. The role of the "boss" is no longer to command, but to support . Moments Of Truth Jan Carlzon Pdf