In addition to the concept of Moments of Truth, it is full of relevant insights on the actions and attitudes required by leaders if Moments of Truth are to be managed effectively. (That’s what book covers were like in the 1980s!)Ī couple of recent conversations have prompted me to return to the book after several years. My own dogeared copy of his book “Moments of Truth”, printed in 1987, has the following words emblazoned on the cover: ‘ Managing the dickens out of those unique, never-to-be-repeated opportunities to distinguish ourselves in a memorable fashion from each and every one of our competitors’. The Moment of Truth concept has its roots in the airline industry – it was originated by Jan Carlzon, a business leader famous for transforming the fortunes of Scandinavian Airline Services (SAS). But if the agent at check-in advises you to ask at the gate, and the gate attendant then recommends you discuss it with a member of the cabin crew…the Moment of Truth has been ruined. Can the query be addressed first time? If so, a good impression is created. “Moments of Truth” are often a key focus when we review processes – those moments where customers interact with an organisation, through its process, that shape the customer experience and influence perceptions.Īn example of a Moment of Truth when going on holiday might be a query you have about the seats assigned on the plane, which you ask about at the check-in desk. Industrial, Manufacturing & Engineering.Improvement Tools in a Virtual Environment.Failure Mode and Effects Analysis (FMEA).Senior Management Team Alignment workshop.Getting Started with Strategy Deployment.
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