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The Ethiopians say that their gods are snub-nosed and black the Thracians that theirs have light blue eyes and red hair.

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Jan Carlzon

We have 50,000 moments of truth every day.

50000, Day, Moment Of Truth, Moments, Truth
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If you're not serving the customer, your job is to be serving someone who is.

Customer, Inspirational, Job, Jobs, Loyalty, Serving

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

1000, Educational, Improve, Inspirational, Littles, Thing

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

Moment, Organization, Perception, Perceptions, Stories

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

Helping, Information, Responsibility, Take

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.

Alternatives, Company, Seconds, Succeed, Truth, Years
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