Every interaction, however remote, is an opportunity for the customer/passenger to form an impression. Find out how a young executive has changed the way he runs a major Scandinavian airline. that what he called moments of truth were typically only a few seconds long. Get in touch with an intriguing story about the business world. While that is not a main Moment of Truth, it is still an important one. We are reminded here of Jan Carlzon, the former Chief Executive of SAS. For example, a flight attendant from a different flight may wave or smile at the passenger as he or she walks by. However, in addition to these main touch points, or Moments of Truth, there are other times that the passenger may interact with employees of the airline. There are many obvious Moments of Truth when traveling: the passenger makes a reservation, checks bags on the day of departure, checks in at the ticket counter, is boarded at the gate, is greeted at the destination, and picks up the baggage at the baggage claim carrousel. They are consistent and predictable.Ĭarlzon went on to use the airline as an example. They create customer interactions that are above average… all of the time. iestjayn FebruMoments Of Truth Jan Carlzon Ebook Download iestjayn. However, the key is to be above average all of the time. Moments Of Truth Jan Carlzon Ebook Download. Most people think that magic has to be over-the-top or a “Wow” type of customer interaction, but it doesn’t. The type of experiences you want to create for your customers are Moments of Magic, which are simply above average interactions. If you ask your friend how dinner was at a restaurant and the response is, “It was okay (in other words, satisfactory),” you will probably want to spend your money elsewhere. And, satisfactory is not good enough to create loyalty.
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