Quotes by Jan Carlzon - Page 1

We have 50,000 moments of truth every day.
Jan Carlzon / Businessman
Moment Of Truth
Moments
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The only thing that counts is a satisfied customer.
Jan Carlzon / Businessman
Customers
Satisfied
Satisfied Customers
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If you're not serving the customer, your job is to be serving someone who is.
Jan Carlzon / Businessman
Inspirational
Jobs
Loyalty
Business
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You cannot improve one thing by 1000% but you can improve 1000 little things by 1%.
Jan Carlzon / Businessman
Inspirational
Educational
Littles
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Giving someone the freedom to take responsibility releases resources that would otherwise remain concealed.
Jan Carlzon / Businessman
Giving
Release
Responsibility
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A true leader is one who designs the cathedral and then shares the vision that inspires others to build it.
Jan Carlzon / Businessman
Design
Inspire
Leader
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If anything goes wrong, the customer doesn't care whose fault it is. He's the one who's going to suffer anyway.
Jan Carlzon / Businessman
Care
Educational
Suffering
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Setting a good example is truly the most effective means of communication - and setting a poor one is disastrous!
Jan Carlzon / Businessman
Communication
Example
Mean
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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.
Jan Carlzon / Businessman
Opportunity
Aspect
Form
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An individual without information can't take responsibility. An individual with information can't help but take responsibility.
Jan Carlzon / Businessman
Helping
Information
Responsibility
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Quality 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 Carlzon / Businessman
Quality
Excellence
Mean
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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.
Jan Carlzon / Businessman
Organization
Perception
Stories
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Problems should be solved on the spot, as soon as they arise. No front-line employee should have to wait for a supervisor's permission
Jan Carlzon / Businessman
Lines
Should Have
Waiting
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I learned that, before you reach an objective, you must be ready with a new one, and you must start to communicate it to the organization. But it is not the goal itself that is important.
Jan Carlzon / Businessman
Goal
Important
Organization
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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 / Businessman
Alternatives
Succeed
Years
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Do not fear adversity. Remember, a kite rises against the wind rather than with it. People are not willing to take risks when they feel afraid or threatened. But if you manage people by love-that is, if you show them respect and trust-they start to perform up to their real capabilities.
Jan Carlzon / Businessman
Learning
Adversity
Real
Teaching
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Jan Carlzon Quotes - Page 1

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