Carlzon famously redesigned the check-in counters at SAS not for efficiency, but for eye contact. They were lower, so agents could sit and look passengers in the eye. Ask yourself: Does our software, phone system, or office layout support a human moment?
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He empowered employees to make executive decisions on the spot to save a customer's experience. If a flight was delayed, a gate agent didn't need a manager’s signature to hand out meal vouchers or book a passenger on a competitor's flight. They were given the autonomy to use their best judgment. 3. Defining a Clear Vision Carlzon famously redesigned the check-in counters at SAS