- Paperback: 160 pages
- Publisher: HarperBusiness; New edition edition (29 Mar. 2001)
- Language: English
- ISBN-10: 0060915803
- ISBN-13: 978-0060915803
- Product Dimensions: 13.5 x 0.9 x 20.3 cm
- Average Customer Review: 4.5 out of 5 stars See all reviews (11 customer reviews)
- Amazon Bestsellers Rank: 158,521 in Books (See Top 100 in Books)
Moments of Truth Paperback – 29 Mar 2001
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"The best book on leadership by a CEO."--John Naisbitt, author of "Megatrends
About the Author
Jan Carlzon was born in Nykoping, Sweden, in 1941. After receiving his M.B.A. from the Stockholm School of Economics in 1967, he joined Vingresor, Sweden's largest tour operator, first as product manager and later as head of marketing. In 1974, when the package-tour business was in a tailspin because of the first energy crisis, he was named managing director of Vingresor at the age of 32 and soon reversed that company's economic decline. In 1978 he became managing director of Linjeflyg, Sweden's major domestic airline, and in 1981 he took command as resident and chief executive officer of SAS, the consortium of the national airlines of Denmark, Norway, and Sweden. At both Linjeflyg and SAS his leadership turned heavy economic losses into healthy profits within a year. Mr. Carlzon is frequently invited to give talks and interviews worldwide on leadership and customer-oriented business strategies.
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Top Customer Reviews
First, the book is extremely clear and easy to understand. It operates at a common sense level that is missing from many management books.
Second, the author is describing case examples from his own first-hand experience. And he is certainly not Al Dunlap. Almost anyone would identify with the principles espoused here, which is to focus your resources and attention on where it will do the most good.
Although people who refer to this book are clear about seeing the customer service aspects of Carlzon's thinking, I found that his strategic thinking about where trends force improved performance was even more impressive. Put the two together, and you have a remarkable opportunity to improve.
Three, he explains very well the context of why he did things and how Scandinavia is different from the United States. That added a lot of meaning for me of case examples that I am not familiar with.
If you want to see three examples of how unstalled thinking can make a big difference in your company, I urge you to read this book. Carlzon is a true stallbuster in areas like overcoming communications, bureaucracy, disbelief, unattractiveness, and misconception stalls. If we ever do another edition of The 2,000 Percent Solution, I would certainly like to use some of these examples in it. I particularly recommend chapters 5 (setting the strategy), 6 (flattening the pyramid), 7 (taking risks), 8 (communicating), 10 (measuring results), and 12 (the second wave). You will not find better advice anywhere else on these subjects.
Unlike most management and leadership books, this one is a quick and easy read. Yet it contains a lot of meat. Carlzon seems to be able to get his point across in about one-third the space of most business authors. You'll like the difference.
The focus is on customer service and leadership and in particular empowering the front line who deal with customers to deliver powerful moments of truth and make this a classic leadership for customer service book.
The customer's experience is made up of many individual moments of truth which may be good but can be bad. Since the book looks at airlines, think lost baggage, delays, long check-in queues etc. It would be easy for many small business owners to dismiss the importance of Moments of Truth since it is about big business, in Scandinavia (with a unique culture) and more than 25 years old. That would be a mistake.
Just because your business doesn't have the huge chain of command that goes with a big business, it doesn't mean that employees understand and commit to your vision or that customers get great service at each of your moments of truth.
The book is inspiring and while it is easy to say "my business is different", the lessons on leadership and customer service can be applied everywhere since we all have moments of truth.
After reading the book i found that this management is what i embrace in my day to day activities. The concepts that Jan Carlzon introduce in this book will help not only to success but to understand how to approach difficult management situations. I am PMP certified professional, and i believe this book helps you to use the tools that project management gives to you in a very simple way.
A must for a manager who leads big teams.
Most Recent Customer Reviews
Happy with the purchase. It's a small book (edited down) but good for short sharp intake of great insightPublished 22 months ago by SA
Everybody should read this book, it's a must have to anyone who deals with people in it's job, and it's gives a tremendus insigth about how companies should aproach there clients.Published on 20 Dec. 2012 by Silvério Sanina
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