An Interview With Former SAS CEO Jan Carlzon

In 1981, Jan Carlzon became CEO of the problem-ridden Scandinavian Airlines. Well before he left the company in 1994, Carlzon turned the airline around by focusing on what he later called "moments of truth," the various points at which people with the airline came in contact with airline customers. In this edition of Inside Scoop, CRMGuru founder Bob Thompson talks with Carlzon about what those "moments of truth" have in common with the hot topic of Customer Experience Management and what business leaders can take away from Carlzon's experience.

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