September 2013
Intermediate to advanced
304 pages
8h 57m
English
Content preview from The Momentum Effect
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9
Vibrant satisfaction
Moments of truth
The most important moments in the relationship between a company and its customers are the intersections, the points where they encounter each other. This is when value is delivered – the moments of truth,1 as Jan Carlzon, the former head of Scandinavian Airlines, termed them. It is irrelevant who instigates them or where, when, why or how these encounters happen – every single one of these moments matters.
For his company, Carlzon said, they represented 50 million battles that he could win or lose. At the other end of the scale, A.G. Lafley, chief executive of Procter & Gamble, wants his whole organization to focus on two crucial encounters:
There are two moments of truth that we compete for. First, ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.