![]() New Strategies for 'Ibday 1s Customer-Driven Economy "The best book on leadership by a CEO.'' -JohnNaisbitt, authorofMegatrends He has reminded us that the only thing that really counts is what happens at the moment of truth!" -Karl Albrecht, author of Service America! and The Creative Corporation He has given us a model for management in the New Age-a way of turning the traditional pyramid of authority upside down and showing managers how to serve as well as lead. "Jan Carlzon has invented an important piece of the future. Moments of Truth is also the personal account ofCarlzon's innovative business style-a style that has, according to the London Financial Times, "drawn the gurus of modern management theory to Scandinavia. In Moments of Truth, a runaway bestseller in Scandinavia, Carlzon tells in an anecdotal, accessible style how he reversed the fortunes of three major companies and spells out his bold, trendsetting approach to meeting the demands of today's customer-driven economy: how to set strategy, how to restructure an organizaton so customer needs take priority, how to motivate and communicate with "frontline" employees dealing most closely with cusĀ tomers. His stunning turnaround success with SAS is atrium ph on the scale oflacocca's resurrection of Chrysler. Jan Carlzon, the dynamic president and CEO of Scandinavian Airlines (SAS), is considered one of today's most remarkable business leaders. "The best book on leadership by a CEO."-John Naisbitt, author of Megatrends ![]() The president and CEO of Scandinavia Airlines (SAS) shows how to adapt to the new customer-driven economy. ![]()
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