“The Moment of Truth” Has Already Passed

In the 1980s, former Scandinavian Airlines System (SAS) CEO Jan Carlzon transformed the struggling carrier into a leader by turning customer service into an obsession. In doing so, he coined the phrase The Moment of Truth to describe the exact point in time a customer made contact with a SAS employee –when SAS had to…

For Retailers and Brands, “The Moment of Truth” Has Already Passed

by Seeta Hariharan, GM and Group Head, TCS Digital Software & Solutions Group In the 1980s, former Scandinavian Airlines System (SAS) CEO Jan Carlzon transformed the struggling carrier into a leader by turning customer service into an obsession. In doing so, he coined the phrase The Moment of Truth to describe the exact point in…