From the marketing trenches...: Your company's 15 seconds...fame or shame?

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Your company's 15 seconds...fame or shame?

"Last year, each of our 10 million customers came in contact with approximately five SAS employees, and this contact lasted an average of 15 seconds each time. Those 50 million 'moments of truth' are the moments that ultimately will determine whether SAS will succeed or fail as a company."
Jan Carlzon, CEO, Scandinavian Airlines

January 09, 2006 | Permalink

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