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..Scandinavian Air Service (SAS) is not a collection of material assets, but the quality of the contact between an individual customer and the SAS employees who serve the customer directly" Carlzon (1987, p. 2).
What Carlzon shows in this quote is that he was able to not only make the customer the focus of SAS, but also that he empowered his employees and encouraged collaboration among all of the SAS team to implement strategies in what he determined, correctly, to be a customer driven economy, in the midst of competitors who were trying to put cost cutting and the bottom line in front of the very people whom they needed in order to achieve growth and long-term viability/success (Carlzon,1987). With this in mind, one of the most important strategic...
By doing this, decisions could be made quicker, more intelligently, and for better result.
Conclusion
In closing, perhaps what can best be said both about Carlzon and his book is that both are shining examples of business success and the ability to innovate for long-term, positive results. By achieving great success in a highly competitive industry, he truly stands out as a business superstar.
References
Carlzon, J. (1987). Moments of Truth. New York: Harper Perennial.
Leadership
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