“The moral of the story: perceptions are everything. During each moment you are in contact with a customer, you are the organization.” MomentsStoriesMoralPerceptionOrganizationCustomersContactMoral Of The Story Author:Jan Carlzon
“Any time a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression.” FormOpportunityAspectCustomersImpressionContact Author:Jan Carlzon
