This philosophy of empowerment extends to leadership as well. Carlzon described his early days as a young CEO, admitting that he initially tried to make every decision himself—until a friend advised him to "be himself" rather than trying to act like a management guru.
Carlzon defines a as any episode in which a customer comes into contact with any aspect of the company, however remote, and has an opportunity to form an impression. Moments of Truth - MI Education and Training Moments Of Truth Jan Carlzon Pdf
Shift your Key Performance Indicators (KPIs) from purely internal metrics (like average handle time) to customer-centric metrics (like first-contact resolution and Net Promoter Score). Celebrate employees who go above and beyond during a moment of truth. Why the Moments of Truth PDF and Book Remain Relevant This philosophy of empowerment extends to leadership as well
To make the inverted pyramid work, frontline employees must be empowered to make on-the-spot decisions. Moments of Truth - MI Education and Training