“The only thing that counts is a satisfied customer.” CustomersSatisfiedSatisfied Customers Author:Jan Carlzon
“You cannot improve one thing by 1000% but you can improve 1000 little things by 1%.” InspirationalLittlesOne ThingEducationalCustomersLittle ThingsGreat Customer Service Author:Jan Carlzon
“If you're not serving the customer, your job is to be serving someone who is.” IfsInspirationalJobsBusinessSatisfactionEducationalCustomersLoyaltyServingClientsCustomer ExperienceCustomer SatisfactionCustomer LoyaltyInspirational Customer ServiceInspiring Customer ServiceInspirational ServiceBest ServiceGreat Customer ServiceLoyal CustomersLoyalty In BusinessJob SatisfactionExperience In Business Author:Jan Carlzon
“If anything goes wrong, the customer doesn't care whose fault it is. He's the one who's going to suffer anyway.” IfsCareSufferingFaultsEducationalCustomersAnything GoesWhose Fault It Is Author:Jan Carlzon
“SAS is 'created' 50 million times a year, 15 seconds at a time. These 50 million 'moments of truth' are the moments that ultimately determine whether SAS will succeed or fail as a company. They are the moments when we must prove to our customers that SAS is their best alternative.” YearsMomentsCompanyMillionsFailingSucceedProveDetermineCustomersAlternativesSecondsMoment Of Truth Author:Jan Carlzon
“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
