Accountant

In 1986 Jan Carlzon, the former president of Scandinavian Airlines, wrote a book, Moments of Truth.  In his book, Carlzon defines the moment of truth in business as this:

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When was the last time you sat through a terrible presentation using computer projection? When was the last time you gave one? If you want to avoid disaster and give your career a boost then apply ... [ more... ]

Want some fresh, new insights on how to serve customers better? Your next customer care crisis can be a great teacher. Let's look at how a passenger crisis in late March taught the Southwest Airlin... [ more... ]