A Quote by 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

Quote Topics

Contact Customer Each Everything Moment Moral Moral Of The Story Organization Perceptions Story

Quote Author

Jan Carlzon
Swedish - Businessman
Born: June 25, 1941

It is said if an organization listens to the complaint of a customer and the problem is fixed, the customer remains a loyal customer and tells approximately seven others about the experience. Conversely, if a person is ignored and the problem not fixed, that customer will not deal with that organization anymore and will tell approximately twenty other people about the negative experience.

Phil Pringle

If we wish to know about a man, we ask 'what is his story--his real, inmost story?'--for each of us is a biography, a story. Each of us is a singular narrative, which is constructed, continually, unconsciously, by, through, and in us--through our perceptions, our feelings, our thoughts, our actions; and, not least, our discourse, our spoken narrations. Biologically, physiologically, we are not so different from each other; historically, as narratives--we are each of us unique.

Oliver Sacks

Look, I think that when we started Virgin Atlantic 30 years ago, we had one 747 competing with the airlines that had an average of 300 planes each. Every single one of those have gone bankrupt because they didn't have customer service. They had might, but they didn't have customer service, so customer service is everything in the end.

Richard Branson

Let's let everything come to the surface, even with people we come in contact with for a moment. This situation can help us be a little bit more awake with each other.

Zoe Kravitz

Correct meditation means correctly understanding your situation moment by moment - what are you doing now? Only do it! Then, each action is complete; each action is enough. Then no thinking, so each moment I can perceive everything just like this.

Seung Sahn

In a sense, words are encyclopedias of ignorance because they freeze perceptions at one moment in history and then insist we continue to use these frozen perceptions when we should be doing better.

Edward de Bono

Manners are the lubricating oil of an organization. It is a law of nature that two moving bodies in contact with each other create friction. This is as true for human beings as it is for inanimate objects.

Peter Drucker

The moment you abate anything from the full rights of men to each govern himself, and suffer any artificial positive limitation upon those rights, from that moment the whole organization of government becomes a consideration of convenience.

Edmund Burke

Whether or not one has won the Nobel Prize, each of us living in contact with our fellowmen feels a joint responsibility for all forms of suffering, both physical and moral.

Dominique Pire

Each contact is an opportunity for your own unique satsang with your Self, not in some strained or contrived way, but by keeping your mind inside your Heart, by trusting the inner guru and by recognizing each moment as perfect in itself and by simply being your Self. This is the true and natural responsibility or rather 'response-ability', the ability to respond effortlessly to the needs of the moment.

Mooji

We know story collections end when they end, as well - the pages serving as a countdown - but nevertheless the standard story anthology hews closer to what makes being human so hard: it reminds you with each story how quickly everything we are, everything we call our lives can change, can be upended, can disappear. Never to return.

Junot Diaz

When you lose a customer, it can be tempting to tell each other, "That customer's not very sharp. They just made the wrong decision".

Bill Gates

Profits are related to customer retention. Customer retention is related to employee retention. Employee retention may or may not be related to benefits, but benefits could be part of the package that causes people to stay and -- by the way -- engage in discretionary effort. .. If you go into any organization that's customer-facing, you can tell in five minutes when the employees are feeling abused. They retaliate on the customers.