Moments of Truth: How the SAS President and CEO Adapted to the New Customer-Driven Economy
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Moments of Truth: How the SAS President and CEO Adapted to the New Customer-Driven Economy

by Jan Carlzon

Business
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In Moments of Truth, Jan Carlzon examines the challenges of adapting to a customer-driven economy. Drawing on his role as president and CEO of SAS, he explores leadership, customer focus, and organizational change for readers interested in business and management.

ISBN-13 9780060915803 ASIN 0060915803 Views 36 Publisher Harper Business Year 1989 Edition Reprint Format Paperback Product Group Book Pages 160 Adult No Created February 09, 2026 Updated October 09, 2026
About This Book

Moments of Truth explores leadership in a customer-driven economy.

Jan Carlzon draws on his experience as president and CEO of SAS to consider how organizations can respond to changing customer expectations.

The book focuses on adaptation, customer service, and the decisions that shape a company’s relationship with its customers.

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