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"If you are not serving the needs of the Customer yourself, then you had better be serving the needs of someone who is"
These are the words of Jan Carlzon, former CEO and President of Scandinavian Airlines (SAS) which struck a chord for me during my management degree, has been a personal leadership mantra and was echoed in a presentation at the 2019 Value Maker Conference.
Carlzon inverted the hierarchical structure of the organisation with the customer at the head of the organisation to enable the lower ranked individuals in daily contact with customers to be empowered, make decisions and provide outstanding service