16+ Jan Carlzon Quotes On Education, Socialism And Truth

Jan Carlzon was a Swedish businessman who served as the CEO of Scandinavian Airlines System (SAS) from 1981 to 1994. He is credited with turning SAS around from near bankruptcy to one of the most profitable airlines in the world. He is known for his innovative approach to customer service, which he implemented at SAS and which has been widely adopted by other companies. Following is our collection on famous quotes by Jan Carlzon on education, leadership, socialism.

If you're not serving the customer, your job is to be serving someone who is. — Jan Carlzon

You cannot improve one thing by 1000% but you can improve 1000 little things by 1%. — Jan Carlzon

The moral of the story: perceptions are everything. During each moment you are in contact with a customer, you are the organization. — Jan Carlzon

SAS is 'created' 50 million times a year, 15 seconds at a time. These 50 million 'moments of truth' are the moments that ultimately determine whether SAS will succeed or fail as a company. They are the moments when we must prove to our customers that SAS is their best alternative. — Jan Carlzon

An individual without information can't take responsibility. An individual with information can't help but take responsibility. — Jan Carlzon

If anything goes wrong, the customer doesn't care whose fault it is. He's the one who's going to suffer anyway. — Jan Carlzon

A true leader is one who designs the cathedral and then shares the vision that inspires others to build it. — Jan Carlzon

Do not fear adversity. Remember, a kite rises against the wind rather than with it. People are not willing to take risks when they feel afraid or threatened. But if you manage people by love-that is, if you show them respect and trust-they start to perform up to their real capabilities. — Jan Carlzon

Giving someone the freedom to take responsibility releases resources that would otherwise remain concealed. — Jan Carlzon

Setting a good example is truly the most effective means of communication - and setting a poor one is disastrous! — Jan Carlzon

The only thing that counts is a satisfied customer. — Jan Carlzon

We have 50,000 moments of truth every day. — Jan Carlzon

Quality doesn't mean we have to be 100 percent better in any one thing; it means we strive to be 1 percent better in 100 things. — Jan Carlzon

Any time a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression. — Jan Carlzon

Problems are solved on the spot, as soon as they arise. No front-line employee has to wait for a supervisor's permission. — Jan Carlzon

I learned that, before you reach an objective, you must be ready with a new one, and you must start to communicate it to the organization. But it is not the goal itself that is important. — Jan Carlzon

Life Lessons by Jan Carlzon

1. Jan Carlzon's work demonstrates the importance of focusing on customer service and understanding customer needs in order to create a successful business.
2. He also showed that it is possible to make dramatic changes to a company's culture and operations in order to achieve success.
3. Finally, his work illustrates the power of strong leadership and how it can be used to drive positive change in an organization.