Alternatives Quote by Jan Carlzon

“SAS is 'created' 50 million times a year, 15 seconds at a time. These 50 million 'moments of truth' are the moments that ultimately determine whether SAS will succeed or fail as a company. They are the moments when we must prove to our customers that SAS is their best alternative.” quote by Jan Carlzon — Download Open image

“SAS is 'created' 50 million times a year, 15 seconds at a time. These 50 million 'moments of truth' are the moments that ultimately determine whether SAS will succeed or fail as a company. They are the moments when we must prove to our customers that SAS is their best alternative.”

Jan Carlzon

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Alternatives Company Customers Determine Failing Millions Moment of truth Moments Prove Seconds Succeed Time Years

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You cannot improve one thing by 1000% but you can improve 1000 little things by 1%.

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The moral of the story: perceptions are everything. During each moment you are in contact with a customer, you are the organization.

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Any time a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression.

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