The moral of the story: perceptions are everything. During each moment you are in contact with a customer, you are the organization.
Jan CarlzonQuality doesn't mean we have to be 100 percent better in any one thing; it means we strive to be 1 percent better in 100 things.
Jan CarlzonGiving someone the freedom to take responsibility releases resources that would otherwise remain concealed.
Jan CarlzonSetting a good example is truly the most effective means of communication - and setting a poor one is disastrous!
Jan Carlzon