Quotes from Jan Carlzon

If you're not serving the customer, your job is to be serving someone who is.

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

Excellence doesn't mean we have to be 100% better in any one thing: it means we strive to be 1% better in 100 things.

Any time a customer comes into contact with any aspect of a business, however remote, is an opportunity to form an impression.

Setting a good example is truly the most effective means of communication - and setting a poor one is disastrous!

Quality doesn't mean we have to be 100 percent better in any one thing; it means we strive to be 1 percent better in 100 things.

Excellence doesn't mean we have to be 100% better in any one thing: it means we strive to be 1% better in 100 things.

I learned that, before you reach an objective, you must be ready with a new one, and you must start to communicate it to the organization. But it is not the goal itself that is important.