What is an expert? A recognized “Authority”…A “Go To Person”….The ultimate “Problem Solver”…yes, and much more. It should be YOU! Is it YOU??
I first became aware of the concept of “Moments of Truth” while reading about the financial recovery of the SAS Group and Scandinavian Airlines…Scandia Air. A man by the name of Jan Carlzon had been appointed CEO of this cash-strapped, problem plagued airline. Mr. Carlzon was extremely successful in the European hotel business but was now charged to overhaul, retool and re-incubate this business model to a profitable enterprise while embracing a complete corporate brand identity re-design. An MBA graduate from Stockholm School of Economics, Mr. Carlzon was in this leadership role from 1981 to 1994.
There are nearly 8 billion people on this planet, and I think nearly every one of them have a cell phone…some have 2 or 3. Cell phone users are everywhere…they walk into walls…they walk into each other…they trip over things…they miss airline flights…they forget to get on elevators…they forget to get off elevators… they step into traffic, and hopefully, are not hit…they march off piers into the ocean, hopefully, not drowning…they are oblivious to the surroundings because they want information right now---instant gratification.