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 ...READ»
Products alone can no longer sustain a company as a market leader, nor
can products alone be depended upon to build a small business.
Companies across all industries must treat customer service
as their primary product - one that ...READ»
Buckman Labs makes chemicals -- but it sells knowledge. The challenge: invent a way for the global salesforce to spend more time with customers and share its brainpower.READ»
