Rating: 
Summary: Buy it,read it, then send it to your least favourite utility
Review: Jan Carlzon was promoted from middle management to run Scandinacia's biggest airline. He is sometimes quite modest about the reasons for this rise to the top. His airline, SAS, had sunk to the bottom of the league tables for profitability and customer satisfaction. This is half the story of how Carlzon turned around the airline, and half a desctiption of what a Moment of Truth is and how to use the idea of a Moment of Truth to improve customer service businesses. Carlzon defines a moment of truth as that moment when an employee has a choice, and depending on that choice the customer will be either delighted or disgusted with the service. Carlzon goes into the reasons why employees do not always make the customer delighted, and what he did to change these factors at SAS. The book is readable, but the key idea, the moment of truth, is overed in a few pages, and easily remembered. For those who feel no need to proceed through life burdened with a large number of business books, this volume is just the right size to mail with a letter of complaint to a utility company whih has recently given ou poor service. It earned this reviewer a full refund on 4 months of bills for two telephone lines.
Rating:
Summary: The Bible of Customer Service
Review: This book is an excellent introduction to defining and managing customer touch points. It will help you to develop business processes which will empower your work force in the art of ongoing customer satisfaction. This is something that needs to be part of a company's core values, not just a buzz word.More important, this is the book that Saturn used to define their world class retail facilities and processes. The lesson's from the author's personal experience with Scandanavian Airlines are easily translatable to your business.
Rating:
Summary: Turning the Pyramid upside down for a great service strategy
Review: You would think that a book on "how to build customer satisfaction" written in 1,987 should be by now, obsolete. However, as you read how Jan Carlzon turned around the fortunes of three major Scandinavian Airlines, you'll find out why the man who said that ""We like to think of America as the land of the free and the home of the brave risk-takers, but we haven't found the latter to be true", continues being quoted today as an innovative, brigth and brave mind. You'll discover solid principles for developing a service strategy in your own business, clear and sound advice on how to re-define the traditional roles of the hierarchical pyramid, into an upside -down turn pyramid in the customer -driven organization and what leadership is all about. Although Carlzon's effective methods are far from being revolutionary, what is so striking about his story, is his single-minded, almost stubborn determination about getting everyone working together toward a single objective (And we're talking 20,000 people here) and how he accomplished what for many CEO's remains as dreams in paper. Long before we began (or at least tried ) reenginering corporations, or empowering people, Carlzon was already delivering impressive results by doing it . In this book he tells you how.
Rating:
Summary: The Bible of Customer Service
Review: You would think that a book on "how to build customer satisfaction" written in 1,987 should be by now, obsolete. However, as you read how Jan Carlzon turned around the fortunes of three major Scandinavian Airlines, you'll find out why the man who said that ""We like to think of America as the land of the free and the home of the brave risk-takers, but we haven't found the latter to be true", continues being quoted today as an innovative, brigth and brave mind. You'll discover solid principles for developing a service strategy in your own business, clear and sound advice on how to re-define the traditional roles of the hierarchical pyramid, into an upside -down turn pyramid in the customer -driven organization and what leadership is all about. Although Carlzon's effective methods are far from being revolutionary, what is so striking about his story, is his single-minded, almost stubborn determination about getting everyone working together toward a single objective (And we're talking 20,000 people here) and how he accomplished what for many CEO's remains as dreams in paper. Long before we began (or at least tried ) reenginering corporations, or empowering people, Carlzon was already delivering impressive results by doing it . In this book he tells you how.
Rating:
Summary: Turning the Pyramid upside down for a great service strategy
Review: You would think that a book on "how to build customer satisfaction" written in 1,987 should be by now, obsolete. However, as you read how Jan Carlzon turned around the fortunes of three major Scandinavian Airlines, you'll find out why the man who said that ""We like to think of America as the land of the free and the home of the brave risk-takers, but we haven't found the latter to be true", continues being quoted today as an innovative, brigth and brave mind. You'll discover solid principles for developing a service strategy in your own business, clear and sound advice on how to re-define the traditional roles of the hierarchical pyramid, into an upside -down turn pyramid in the customer -driven organization and what leadership is all about. Although Carlzon's effective methods are far from being revolutionary, what is so striking about his story, is his single-minded, almost stubborn determination about getting everyone working together toward a single objective (And we're talking 20,000 people here) and how he accomplished what for many CEO's remains as dreams in paper. Long before we began (or at least tried ) reenginering corporations, or empowering people, Carlzon was already delivering impressive results by doing it . In this book he tells you how.
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