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  • Quite a few years ago, Jan Carlzon wrote a book titled Moments of Truth. At the time, Calzon was the CEO of Scandinavian Airlines Systems and had helped the company reorient itself to become customer-driven. In his own words, a company that recognizes that its only true assets are satisfied customers, all of whom expect to be treated as individuals and who won’t select them as their airline unless they did just that.

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