University of Cumbria

Jan Carlzon was considered one of the most remarkable business leaders of his generation, Zaeed Mohammed told us in his spellbinding 10-minutes tagged  Moments of Truth.

Taking over as Scandinavian Airlines CEO in 1981, with the company losing 20 million dollars, a year later, courtesy of Carlzon, the company made a profit of 54 million dollars.

He did it by capitalising on 50,000 ‘moments of truth’ every day.

The only true assets of an organisation are the customer, said Zaeed, citing Amazon’s meteoric rise from bookshop to online marketplace.

Can we inGroup members transition from USB to UBR, ie understanding customers’ needs to allow for pivotal changes? You bet!

Attendance 20, referrals  5, quarterly referrals to date 82, thanks for business  £180.00, quarterly total £62,912.95.