Moments of Truth

(Jan Carlzon)

Find out how a 32-year-old executive took a company out of a $20 million loss and was awarded as the World's Best Airline.

Highlights from this book summary:

In times of intense competition between markets, it is important that companies become focused on meeting their customers' needs;

In a customer-facing company, leaders should provide frontline employees with the authority to address their individual needs with agility and courtesy;

Redistributing responsibilities will increase the number of satisfied customers, which will ensure an advantage over the company's competitors;

Standardized hierarchy only undermines the business view;

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