
26 Designing Service Excellence
a yearly process throughout the entire group of companies. In the process
Jan Carlzon became a world-renowned management guru (Moments of Truth
became a best seller). In his introduction to the book, Tom Peters writes:
“Carlzon charged the frontline people with ‘providing the service they had
wanted to provide all along.’”
13
Daily Moments of Truth
In our everyday lives, we experience countless moments of truth that many
of us take for granted. In all likelihood, our subconscious mind will reg-
ister and remember both the pleasant and unpleasant encounters that we
experience with service providers. If we travel as ...