Moments of Truth
Filed in archive Operations by Deborah Brown on July 24, 2006

In his book, he believes that customers are won or lost through a company's reaction during tiny moments of truth; the greeting, the phone call, the challenging situation. We make or break our customer relationships in those moments of truth.
But I have a question.
Consumers, due in part to the Internet, are far more savvy and skeptical now than they were in 1987.
Can we still make a difference in our customer's eyes during those moments of truth? Is there enough desire for customer loyalty remaining in our hearts
to even try?Permalink: Moments of Truth
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Moments of Truth Jan Carlzon Customer Service Scandinavian Airlines business moments+truth
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