Moments of Truth (edit title)

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Most Helpful Reviews

Liked It Rated 4 stars “A great book if you are looking for an introduction to providing great service. Don't worry about the books age - the principles are timeless and it is an easy read.” see full review » see other reviews »

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  • Rated 4 stars

  “A great book if you are looking for an introduction to providing great service. Don't worry about the books age - the principles are timeless and it is an easy read.”

  Gary Ryan wrote this review Thursday, September 17 2009. ( reply | permalink ) Was this review helpful? Yes | No

  
  
  • Rated 5 stars

  “This book was included in my book: The 100 Best Business Books of All Time. www.100bestbiz.com”

  Todd Sattersten wrote this review Friday, May 8 2009. ( reply | permalink ) Was this review helpful? Yes | No

  
  
  • Rated 5 stars

  “This was the book that influenced Karl Albrecht's books on Total Quality Service. Describing the moment of truth from the customer's perspective is an excellent way to enhance to the customer experience. This book is a TQS classic.”

  Ron B wrote this review Monday, February 11 2008. ( reply | permalink ) Was this review helpful? Yes | No

  
  
  • Rated 5 stars

  “My number one book in business! This book in not only for services. It helps to change mentality on all company, putting "client" in first place, actualizing proccess inside company, mordenizing it. ”

  LADY IN RED wrote this review Monday, December 24 2007. ( reply | permalink ) Was this review helpful? Yes | No

  
  
  • Rated 5 stars

  “"We used to think our biggest assets were aircraft.....we have only one real asset, and that is the satisfied customer prepared to come back to SAS and pay for our costs once more.That's why the assets in our balance sheet should show the number of satisfied customers who flew SAS during the year, and not the number of airplanes which are not worth one single cent as long as there is no second-hand market in the world for used aircraft - Jan Carlzon
  
  A fantastic book. A must read for anyone in the service industry.
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  ANDAVA wrote this review Tuesday, October 2 2007. ( reply | permalink ) Was this review helpful? Yes | No

  
  
  • Rated 5 stars

  “if you work in the services, this is a must read.. short and inspiring.”

  bsaitz wrote this review Wednesday, June 6 2007. ( reply | permalink ) Was this review helpful? Yes | No