"When [[Jan Carlzon]], president of [[Scandinavian Airlines]], made the spectacular turnaround in his industry that became a model in so many management books at the start of the customer revolution, **he coined the phrase “moments of truth.”** He defined these moments as **any interaction that creates a negative or positive impression in the mind of a customer about your organization**. He was, in effect, defining the competition as anyone your customer compares you to in any given interaction with a member of your staff." --- **Tags** -- [[quotes]], [[customer-feedback]], [[customer-experience]], [[client-service]], [[law-firm-business]] **Source** -- [[20250112015442 - B - If Disney Ran Your Hospital]]