Moments of Truth: The "15-Second Rule" that explains United Airlines (Book Review)

Most organizations are managed like feudal kingdoms: orders flow down from the castle, and the peasants do what they are told. This book review analyzes the management classic "Moments of Truth" by Jan Carlzon, the book that proved the "castle" is the least important part of the business.

This isn't your typical strategy review. We are dismantling the traditional corporate hierarchy to explore the revolutionary concept of the "Inverted Pyramid." You'll learn why the most critical people in your company aren't in the boardroom—they are at the check-in desk, the call center, and the front door.

We'll cover why this 1980s classic is the secret playbook for modern Customer Experience (CX) leaders.

In this analysis, you will learn:
The definition of a "Moment of Truth" (and why you have 50 million of them).
How to "Invert the Pyramid" to give power to the people who actually know the customer.
The difference between "bad" costs and "good" service investments.
Why Ritz-Carlton is the master of the "Moment of Truth" (the $2,000 rule).
How United Airlines' dragging incident was a failure of structure, not just PR.
This is the lesson on Service Leadership you wish you got in business school.

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Book: Moments of Truth Author: Jan Carlzon

JOIN THE DISCUSSION: In your current organization, when a frontline employee faces a unique customer problem, do they have the autonomy to solve it immediately, or are they paralyzed by the policy manual?

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