“I learned that, before you reach an objective, you must be ready with a new one, and you must start to communicate it to the organization. But it is not the goal itself that is important.” ImportantGoalReadyOrganizationCommunicateObjectives 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
