Join Amazon Prime and ship Two-Day for free and Overnight for $3.99. Already a member? Sign in.

 

or
Sign in to turn on 1-Click ordering.
 
 
More Buying Choices
244 used & new from $0.01

Have one to sell? Sell yours here
 
   
Moments of Truth
 
 
Tell the Publisher!
I’d like to read this book on Kindle

Don’t have a Kindle? Get yours here.
 
  

Moments of Truth (Paperback)

by Jan Carlzon (Author) "Rudy Peterson was an American businessman staying at the Grand Hotel in Stockholm..." (more)
Key Phrases: most punctual airline, frontline people, frequent business traveler, New York, Air France, Classe Affaires (more...)
4.5 out of 5 stars See all reviews (20 customer reviews)

List Price: $13.00
Price: $12.35 & eligible for FREE Super Saver Shipping on orders over $25. Details
You Save: $0.65 (5%)
o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o o
In Stock.
Ships from and sold by Amazon.com. Gift-wrap available.

Want it delivered Tuesday, July 21? Choose One-Day Shipping at checkout. Details
38 new from $0.01 203 used from $0.01 3 collectible from $13.00
Also Available in: List Price: Our Price: Other Offers:
Paperback (Bargain Price) $13.00 $5.20 17 used & new from $2.36
Hardcover 63 used & new from $0.01
Unknown Binding 2 used & new from $169.81

Frequently Bought Together

Moments of Truth + First, Break All the Rules: What the World's Greatest Managers Do Differently + Good to Great: Why Some Companies Make the Leap... and Others Don't
Price For All Three: $50.14

Show availability and shipping details


Customers Who Bought This Item Also Bought

Good to Great: Why Some Companies Make the Leap... and Others Don't

Good to Great: Why Some Companies Make the Leap... and Others Don't

by Jim Collins
4.4 out of 5 stars (756)  $17.99
The Wisdom of Teams: Creating the High-Performance Organization (Collins Business Essentials)

The Wisdom of Teams: Creating the High-Performance Organization (Collins Business Essentials)

by Jon R. Katzenbach
3.6 out of 5 stars (21)  $12.50
Managing the Customer Experience: Turning customers into advocates (Financial Times Series)

Managing the Customer Experience: Turning customers into advocates (Financial Times Series)

by Shaun Smith
4.8 out of 5 stars (10)  $26.39
The Tipping Point: How Little Things Can Make a Big Difference

The Tipping Point: How Little Things Can Make a Big Difference

by Malcolm Gladwell
Execution: The Discipline of Getting Things Done

Execution: The Discipline of Getting Things Done

by Larry Bossidy
3.6 out of 5 stars (241)  $18.15
Explore similar items

Editorial Reviews

From Library Journal
Moments of Truth is Carlzon's story of how, under his leadership as president and CEO, Scandinavian Airlines System (SAS) emerged from deficits to profitability, improved services, and enhanced its market position by becoming a customer-oriented company organized for change. His strategiesa focus on the customer, encouraging risk-taking, delegating more authority to front-line employees, and eliminating vertical levels of hierarchy for a more horizontal organizationbear the hallmarks of entrepreneurial management and the pursuit of excellence. Reportedly a Scandinavian bestseller, Carlzon's book has a universal message and deserves attention for its clear illustration of these strategies in action. Recommended for business collections. Elin B. Christianson, Library Consultant, Hobart, Ind.
Copyright 1987 Reed Business Information, Inc. --This text refers to an out of print or unavailable edition of this title.

Review
"The best book on leadership by a CEO." -- --John Naisbitt, author of Megatrends

"The best book on leadership by a CEO." -- John Naisbitt, author of Megatrends

See all Editorial Reviews

Product Details

  • Paperback: 160 pages
  • Publisher: Harper Paperbacks (February 15, 1989)
  • Language: English
  • ISBN-10: 0060915803
  • ISBN-13: 978-0060915803
  • Product Dimensions: 7.8 x 5.2 x 0.4 inches
  • Shipping Weight: 4.8 ounces (View shipping rates and policies)
  • Average Customer Review: 4.5 out of 5 stars See all reviews (20 customer reviews)
  • Amazon.com Sales Rank: #413,205 in Books (See Bestsellers in Books)

    Popular in this category: (What's this?)

    #48 in  Books > History > Europe > Sweden

Inside This Book (learn more)



Books on Related Topics (learn more)
 
 

What Do Customers Ultimately Buy After Viewing This Item?


Tags Customers Associate with This Product

 (What's this?)
Click on a tag to find related items, discussions, and people.
Check the boxes next to the tags you consider relevant or enter your own tags in the field below.

Your tags: Add your first tag
 
Help others find this product — tag it for Amazon search
No one has tagged this product for Amazon search yet. Why not be the first to suggest a search for which it should appear?

Sell a Digital Version of This Book in the Kindle Store

If you are a publisher or author and hold the digital rights to a book, you can sell a digital version of it in our Kindle Store. Learn more

 

Customer Reviews

20 Reviews
5 star:
 (11)
4 star:
 (7)
3 star:
 (2)
2 star:    (0)
1 star:    (0)
 
 
 
 
 
Average Customer Review
4.5 out of 5 stars (20 customer reviews)
 
 
 
 
Share your thoughts with other customers:
Most Helpful Customer Reviews

 
28 of 29 people found the following review helpful:
4.0 out of 5 stars Both enlightening and witty, June 11, 2000
By Pierre Weydert (Zurich, Switzerland) - See all my reviews
(REAL NAME)   
In "Moments of Truth" Jan Carlzon, the then president of Scandinavian Airlines System, tells the extraordinary story of turning a lacklustre state-run airline into a profitable business that consistently won passenger preference surveys. The central element of Carlzon's line of reasoning is the "moment of truth", a concept that was first formulated by Richard Normann in 1984 and which comprises the notion that a service company's overall performance is the sum of countless interactions between customers and employees, the so-called moments of truth that either help to retain a customer or send him to the competition. As Carlzon does emphasize, the implementation of the idea behind this concept is hardly an easy task to accomplish, especially so because it implies the transition from a production-oriented to a market-oriented approach within the company. The measures to be taken in order to make this strategic realignment possible include flattening the organizational pyramid, making sure everyone knows about the company's vision and, last but not least, empowering "front line" employees. Once these changes have been successfully implemented and are being pursued with perseverance, chances are that the outcome will be, as Carlzon puts it, "millions of satisfied customers and thousands of motivated employees".

"Moments of Truth" can be considered a prime example of how to explain a business strategy on very few pages and in an entertaining way. Although the book is written in an anecdotal style and can easily be read within a couple of hours, its contents are of interest and potential value to every manager in the service industry. Congratulations to Mr. Carlzon on a book that is both enlightening and very witty!

Comment Comment | Permalink | Was this review helpful to you? Yes No (Report this)



 
11 of 12 people found the following review helpful:
5.0 out of 5 stars Great Model of Customer-Centered and Trend-Focused Company, April 8, 2000
I see this book referenced in the literature of customer service, complexity science, and employee-oriented studies. Having now read the book, I can see why so many people refer to it. First, the book is extremely clear and easy to understand. It operates at a common sense level that is missing from many management books. Second, the author is describing case examples from his own first-hand experience. And he is certainly not Al Dunlap. Almost anyone would identify with the principles espoused here, which is to focus your resources and attention on where it will do the most good. Although people who refer to this book are clear about seeing the customer service aspects of Carlzon's thinking, I found that his strategic thinking about where trends force improved performance was even more impressive. Put the two together, and you have a remarkable opportunity to improve. Three, he explains very well the context of why he did things and how Scandinavia is different from the United States. That added a lot of meaning for me of case examples that I am not familiar with. If you want to see three examples of how unstalled thinking can make a big difference in your company, I urge you to read this book. Carlzon is a true stallbuster in areas like overcoming communications, bureaucracy, disbelief, unattractiveness, and misconception stalls. If we ever do another edition of The 2,000 Percent Solution, I would certainly like to use some of these examples in it. I particularly recommend chapters 5 (setting the strategy), 6 (flattening the pyramid), 7 (taking risks), 8 (communicating), 10 (measuring results), and 12 (the second wave). You will not find better advice anywhere else on these subjects. Unlike most management and leadership books, this one is a quick and easy read. Yet it contains a lot of meat. Carlzon seems to be able to get his point across in about one-third the space of most business authors. You'll like the difference.
Comment Comment | Permalink | Was this review helpful to you? Yes No (Report this)



 
6 of 7 people found the following review helpful:
4.0 out of 5 stars The Bible of Customer Service, October 13, 1999
By A Customer
This book is an excellent introduction to defining and managing customer touch points. It will help you to develop business processes which will empower your work force in the art of ongoing customer satisfaction. This is something that needs to be part of a company's core values, not just a buzz word.

More important, this is the book that Saturn used to define their world class retail facilities and processes.

The lesson's from the author's personal experience with Scandanavian Airlines are easily translatable to your business.

Comment Comment | Permalink | Was this review helpful to you? Yes No (Report this)


Share your thoughts with other customers: Create your own review
 
 
Ad
 
Most Recent Customer Reviews

5.0 out of 5 stars Moments of Truth

This book is an excellent read - quick, succint and to the point. Content is still relevant in today's marketplace.
Published 11 months ago by MBCL

3.0 out of 5 stars You can read it in an hour
This short book is an examination of three companies that Jan Carlzon worked for and how he turned them around. Read more
Published 12 months ago by Tom Munro

4.0 out of 5 stars Moments of Truth by Jan Carlzon
Book Reading Style
This book is an easy read.

Opinion about Content
I believe it is informative and has great value to pass on. Read more
Published 14 months ago by KVVK

4.0 out of 5 stars A Moment of Truth
I had heard about this book 5-6 years ago, and have used the concept of Moments of Truth without having read the book. Read more
Published 15 months ago by B. L. Kerr

5.0 out of 5 stars Really Good Book
Really good book, worth every cent of money. In good and simple language described all complicated problems and solutions: company strategy, decentralization and control,... Read more
Published 16 months ago by Maria Filatova

5.0 out of 5 stars should be mandatory reading
An outstanding book. I buy it for all my staff, a quick read but important - life applicable lessons

Published 18 months ago by Graeme J. Warring

4.0 out of 5 stars Moments of Truth
In this new millenium it's funny to think how things used to be only 20 years ago. A lot of the principles of this book would be second nature now but it definitely highlights... Read more
Published on July 24, 2006 by C. J. Mason

5.0 out of 5 stars A great leadership lesson for corporate leaders
If you are a business leader, you should read this book. It is a fascinating story of a corporate turnaround. Read more
Published on June 1, 2006 by Derrik Mantel

5.0 out of 5 stars Recommand an EXCELLENT publication from IATA!!!
Please go to http://www.iata.org/ps/publications/9057.htm

to get a comprehensive analysis of airline financial performance,by type of services and route areas!!
Published on July 13, 2005 by Xin

5.0 out of 5 stars Turning SAS back to the profit zone during the 80s
Loyalty to vision, not details of execution is a must.

Middle management must be ignited and dedicated towards serving the market. Read more
Published on March 14, 2005 by Golden Lion

Only search this product's reviews



Customer Discussions

 Beta (What's this?)
New! See all customer communities, and bookmark your communities to keep track of them.
This product's forum (1 discussion)
  Discussion Replies Latest Post
Oranizational Transformation 0 May 2007
See all discussions...  
Start a new discussion
Topic:
First post:
Prompts for sign-in
  [Cancel]


   


Product Information from the Amapedia Community

Beta (What's this?)



Look for Similar Items by Category


Summer Sales

Omaha Steaks Hamburgers
Shop the summer food sale and save up to 50% on salsas and spreads, steaks and burgers, seafood, oils and vinegars, and desserts, only at Amazon Gourmet.

See all sale items

 

Big Savings in Books

Bargain Books
Find great titles at fantastic prices in our Bargain Books Store.
 

Bliss: 10% Off

Bliss Youth As We Know It
Save 10% on all Bliss orders now through March 14. Plus, get free shipping on orders of $50 or more. Shop Bliss favorites in skin care, bath and body, cellulite removal, and more here.

Shop all Bliss

 

Best Books

Best of the Month
See our editors' picks and more of the best new books on our Best of the Month page.
 
Ad

 

Feedback

If you need help or have a question for Customer Service, contact us.
 Would you like to update product info or give feedback on images?
Is there any other feedback you would like to provide?

Your comments can help make our site better for everyone.


Where's My Stuff?

Shipping & Returns

Need Help?

Your Recent History

  (What's this?)
You have no recently viewed items or searches.

After viewing product detail pages or search results, look here to find an easy way to navigate back to pages you are interested in.

Look to the right column to find helpful suggestions for your shopping session.

Continue shopping: Top Sellers
Free
Free by Chris Anderson
Paranoia
Paranoia by Joseph Finder
My Soul to Lose
My Soul to Lose by Rachel Vincent
Glenn Beck's Common Sense

Conditions of Use | Privacy Notice © 1996-2009, Amazon.com, Inc. or its affiliates