![]() Here is what he communicated and demonstrated across his company: The American Management Association, in their 75th anniversary issue of their magazine called this one of the most important developments in management of the 20th Century. This book is a must-read for leaders at every level of an organization. He wrote one of the best books on leadership by a CEO titled, Moments of Truth: New Strategies for Today’s Customer-Driven Economy in 1987 describing his turnaround strategies at SAS. In fact, he revolutionized the airline industry through an unrelenting focus on customer service quality. He redefined customer service much before the advent of customer relationship management principles and practices as we know today. He ignited a radical change in the culture of SAS by stating that they would turn in profit for the company by becoming a service oriented airline. Jan Carlzon, who took the reins of the ailing Scandinavian Airlines System (SAS) in 1981, turned it around dramatically by bringing a change in employee attitudes. ![]()
0 Comments
Leave a Reply. |
AuthorWrite something about yourself. No need to be fancy, just an overview. ArchivesCategories |