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Jan Carlzon
Jan Carlzon
Jan Carlzon
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Jan Gösta Carlzon, né Karlsson (born 25 June 1941) is a Swedish businessman. He is most noted for being chief executive officer of SAS Group from 1981 to 1994.[1]

Key Information

Early life

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Carlzon was born on 25 June 1941 in Nyköping, Sweden, the son of Gösta Carlzon and his wife Essie (née Jörgensen). He graduated with an MBA from the Stockholm School of Economics in 1967.[2]

Career

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Carlzon started his career in the international hospitality industry at Vingresor AB. Carlzon was Product Manager at Vingresor AB from 1969 to 1971, Director of Marketing at Vingresor/Club 33 AB from 1971 to 1973, and finally CEO from 1974 to 1978.[2] In 1978 he joined Linjeflyg, as its CEO. Carlzon joined the Scandinavian Airlines System in 1980 and served as its CEO from 1994.[2]

Challenges at SAS

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At the time Jan Carlzon took over the helm of SAS, the company was facing large financial difficulties and losing $17 million per annum[3] and had an international reputation for always being late. A 1981 survey showed that SAS was ranked no. 14 of 17 airlines in Europe when it came to punctuality. Furthermore, the company had a reputation for being a very centralized organization, where decisions were hard to come by to the detriment of customers, shareholders, and staff. He revolutionized the airline industry through an unrelenting focus on customer service quality.

One of the first things Jan Carlzon did at SAS was to introduce the world's first separate cabin for Business Class while at the same time doing away with First Class on its European routes.

Within one year of taking over, SAS had become the most punctual airline in Europe and had started an ongoing training program called Putting People First developed by Claus Møller of Time Manager International ('TMI'). The program was focused on delegating responsibility away from management and allowing customer-facing staff to make decisions to resolve any issues on the spot. Jan Carlzon said at the time: "Problems are solved on the spot, as soon as they arise. No front-line employee has to wait for a supervisor's permission.".[4] These changes soon impacted the bottom-line as well and the company made a profit of $54 million in 1982.[3] Several case studies about the turn-around are available and it has been referenced widely in management literature[5][6]

This decentralisation of the organization led to both a large boost in company morale and the formalization of the training methodology of the program in a joint venture in 1982 with TMI called Scandinavian Service School. Scandinavian Service School since went on to establish offices in all three of the Scandinavian countries as well as Finland and the training program was exported to other airlines including British Airways and Japan Airlines. The flat organizational structure, delegation processes, and empowerment of employees adopted at SAS also led to Carlzon writing a book, Riv pyramiderna! (Swe., which translates into Tear Down the Pyramids), published by Bonnier in Stockholm in 1985 and translated into English in 1987 by Harper Perennial under the title Moments of Truth. The American Management Association, in their 75th anniversary issue of their magazine in 1998 called this one of the most important developments in management of the 20th century.

The changes at SAS led to Air Transport World naming SAS the Airline of the Year for 1983 in early 1984.

Carlzon also oversaw a complete corporate identity re-design, a process which was marred when a journalist gained unlawful access to a hangar with a plane painted in a proposed livery was photographed and widely published in Scandinavian newspapers. Unfortunately, either the brief to the agency, Landor Associates, was not good enough or they had misunderstood it and painted the plane with 5 crowns to symbolize the 5 Nordic countries. This caused a huge public furore as SAS only contains the airlines of the three monarchies Denmark, Norway, and Sweden. Incidentally, the other two Nordic countries, Finland and Iceland, are both republics and would therefore not be represented by crowns. The task of re-developing the corporate identity was later given to another firm.

In the latter years of Carlzon's tenure at SAS he was coming under increased pressure from shareholders as competitors had caught up with the lead established by SAS in the business market in the early 1980s. At the same time increasing oil prices and a less than profitable first class operation led to SAS scrapping First Class on its intercontinental routes and retiring its Boeing 747s from service, a task completed in 1987. SAS has never since flown aircraft with as large a capacity as it does not believe the flights would be profitable.

After SAS

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Carlzon left SAS in November 1993 and founded the investment company Ledstiernan in 1994 where he was chairman. Carlzon was also one of the founders of the Internet retail company CDON AB. In 1999 he (who is an avid tennis player in his spare time) became chair of the Swedish Tennis Association and a board member in the International Tennis Federation. He served as chair of the British Swedish Chamber of Commerce between 2003 and 2006[7][8] and, until June 2010, he chaired the entrepreneurs' organization Företagarna.[9][failed verification] He was also one of the founders of European telecoms company NETnet International S.A. and is part owner and chair of Karl Stockman AB, a Swedish investment company.

Personal life

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In 1966, he married Agneta Wärn (born 1942), a flight attendant, the daughter of merchant Evert Wärn and Evy (née Axelsson).[10] He is now married to Susanne Bourghardt Carlzon (born 1959). He has three children in his first marriage and two children in his second marriage.

Quotes

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  • "We have 50,000 moments of truth every day." – said at the start of the First Wave seminars to turn SAS around in 1982 and referring to every time an employee of the company came into contact with a customer.[11]
  • "An individual without information can't take responsibility. An individual with information can't help but take responsibility."[12]
  • "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."[12]
  • "Mistakes can usually be corrected later; the time that is lost in not making a decision can never be retrieved".[13]
  • "... the right to make mistakes is not equivalent to the right to be incompetent, especially not as a manager."[14]

Honors and awards

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Awards

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Honors

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Filmography

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Bibliography

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References

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[edit]
Revisions and contributorsEdit on WikipediaRead on Wikipedia

Jan Carlzon

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Jan Carlzon is a Swedish business leader and author best known for serving as president and CEO of System (SAS) from 1981 to 1994, during which he transformed the financially struggling airline into a profitable, customer-focused operation recognized as Airline of the Year in 1983. His tenure emphasized empowering employees and prioritizing passenger experiences through the "moments of truth" concept—defined as brief interactions between customers and service providers that form lasting impressions of the company. This approach helped SAS shift from annual losses of $17 million and poor on-time performance (14th out of 17 European carriers) to industry leadership in punctuality and profitability within one year. Born on June 25, 1941, in , , Carlzon earned an MBA from the in 1967 before entering the travel industry. He quickly rose through SAS-affiliated companies, becoming president of the tour operator Vingresor in 1974 at age 32 and later of the domestic airline Linjeflyg in 1978, in both cases reversing heavy losses into strong profits by applying innovative, market-oriented strategies. As SAS's youngest-ever CEO upon his 1981 appointment, Carlzon decentralized decision-making, reduced management layers from seven to four, and invested in staff training to handle the airline's estimated 50 million annual customer "moments of truth." Carlzon documented his philosophy in the 1987 bestseller Moments of Truth, which has influenced global business practices on service excellence and leadership. After leaving SAS in 1994, he co-founded the venture capital firm Ledstiernan, investing in and ventures, and has since served on various boards, including the Swedish Tennis Federation. His legacy endures as a pioneer of the Scandinavian model of trust-based, employee-empowered management.

Early life and education

Birth and family background

Jan Carlzon was born Jan Gösta Karlsson on 25 June 1941 in , . His parents were Gösta Karlsson, a commissioner at the County Administrative Board, and Essie Jörgensen. Carlzon later adopted the surname Carlzon, reflecting a family surname change, though the precise circumstances of this adoption are not widely documented in biographical records. He spent his early childhood in , growing up in a modest environment in , a town in known for its historical significance and proximity to . Limited public details exist regarding specific family influences on his formative years, but his upbringing in post-war Sweden provided the backdrop for his later pursuits in business and travel.

Formal education

Jan Carlzon pursued higher education at the Stockholm School of Economics (Handelshögskolan i Stockholm), Sweden's premier institution for business and economics. He graduated with a Master of Business Administration (MBA), known in Swedish as a civilekonom degree, in 1967. The MBA program focused on core areas of business administration, including management, economics, and finance, preparing students for leadership roles in industry.

Professional career

Early roles in tourism

Jan Carlzon entered the sector in 1967, immediately after earning his MBA from the , by joining Vingresor AB, Sweden's largest tour operator and a of System, initially as a . In this role, he focused on developing vacation package products, including arrangements for flights, hotels, and resort services tailored to adult travelers. By 1971, Carlzon had advanced to head of marketing at Vingresor, where he spearheaded promotional strategies such as sales contests and innovative gimmicks to boost revenue per customer, aiming to exceed competitors like Thomson Holidays. His efforts emphasized market expansion and customer engagement, contributing to the company's operational resilience amid growing competition in European package tours. In June 1974, at age 32, Carlzon was appointed managing director and CEO of Vingresor, overseeing 1,400 employees during the aftermath of the 1973–1974 oil crisis that had strained the industry. He prioritized cost controls and organizational to enhance flexibility, reducing customer volume from 210,000 to 170,000 while preserving and achieving profitability. Under Carlzon's leadership, Vingresor recorded its highest profit ever in the 1974–1975 , marking a successful turnaround and expansion of tour operations through . This period honed his skills in collaborative leadership, shifting from directive decision-making to empowering teams, which laid the groundwork for his subsequent executive roles.

Leadership at Linjeflyg

In 1978, at the age of 36, Jan Carlzon was appointed president and CEO of Linjeflyg, Sweden's largest domestic airline, which was then operating at a loss of approximately $3 million annually and struggling with inefficiencies in a stagnant market dominated by business travelers. This role marked Carlzon's transition into leadership, building on his prior success in at Vingresor, where he had honed skills in customer-focused operations and turnaround strategies. Linjeflyg faced significant challenges in the late 1970s Swedish domestic aviation sector, including high operational costs exacerbated by the global oil crises, limited passenger demand beyond elite business routes, and regulatory constraints that restricted pricing flexibility and market entry for competitors. The airline's fleet utilization was low, averaging just 4.8 flying hours per day, far below international benchmarks, while internal focus often prioritized superficial issues like staff uniforms over financial viability. Carlzon addressed these by implementing a four-point strategy to shift from a product-oriented to a customer-driven model: optimizing resource utilization, enhancing passenger service quality, decentralizing decision-making to frontline staff, and instilling profit-oriented administration throughout the organization. Key operational improvements under Carlzon included an average 11% fare reduction to broaden appeal, which boosted passenger numbers by 44% and revenue from $84 million to $105 million in the first year without adding aircraft or crew. He increased daily aircraft utilization to 7 hours, introduced more frequent and convenient timetables, and empowered cabin crew to sell onboard items like chocolates and perfumes, generating additional millions in profit. These efficiencies transformed Linjeflyg from perennial losses to profitability within one year, establishing early successes in cost control and market expansion. As Linjeflyg was 50% owned by SAS, Carlzon's tenure also involved preparations for deeper integration, including aligning operational philosophies and customer service standards to facilitate a seamless merger of domestic routes into the larger carrier's network. By 1980, this groundwork positioned him as for SAS airline operations, paving the way for the full incorporation of Linjeflyg's revitalized model into SAS by 1993.

CEO tenure at SAS

Jan Carlzon was appointed President and CEO of the SAS Group in August 1981, succeeding Carl-Olov Munkberg, and served in the role until 1993. His leadership came at a pivotal time for the airline, which had transitioned from profitability in prior years to financial strain amid industry-wide challenges in civil aviation. Upon taking office, SAS was reporting an annual loss of $17 million, reflecting operational inefficiencies and competitive pressures in a deregulated market. Carlzon's tenure focused on broad organizational restructuring to address these issues, emphasizing employee by decentralizing to frontline staff who interacted directly with customers. This approach fostered a more agile structure, allowing employees greater autonomy to resolve issues and enhance service delivery without constant managerial oversight. A core element of his strategy was shifting SAS toward a customer-centric model, reorienting the organization around the needs and experiences of passengers, particularly business travelers who represented a key revenue segment. Under Carlzon, SAS introduced innovative services like , launched as EuroClass for European routes and extended as First Business Class for intercontinental flights, providing enhanced comfort and amenities to differentiate the airline in a crowded market. He also drove route expansions, developing an extensive network of intercontinental connections in with equity partners to strengthen global reach and market positioning.

SAS turnaround initiatives

Upon taking over as CEO of SAS in 1981, Jan Carlzon initiated a comprehensive financial turnaround, transforming the from a reported loss of MSEK 109 (approximately $20 million) in the 1980/81 to a profit of MSEK 336 (approximately $65 million) in 1981/82 for the SAS Consortium operations. This shift was driven by a strategic refocus on high-yield business travelers, who accounted for a disproportionate share of despite representing only 10% of passengers, and by investing $50 million in service enhancements despite ongoing losses. The rapid recovery positioned SAS as a model of corporate revitalization, earning it the title of Airline of the Year from Air Transport World in 1983. Central to Carlzon's approach was the introduction of the "Moments of Truth" philosophy, which emphasized the critical role of customer interactions in shaping perceptions of the brand. He defined these as the roughly 50,000 daily encounters between SAS employees and customers—such as check-ins, boarding, and in-flight service—where frontline staff had the power to make or break the airline's reputation in mere seconds. This concept inverted the traditional organizational pyramid, empowering lower-level employees with decision-making authority to resolve issues on the spot, while reorienting toward support roles rather than control. By prioritizing these interactions, Carlzon aimed to foster a customer-centric culture that directly contributed to improved satisfaction and . Operational improvements under Carlzon included targeted efforts to enhance , elevating SAS from one of Europe's lowest-ranked airlines to the most within four months through a dedicated campaign costing $200,000—far below initial estimates—and focused on on-time departures as a key service metric. Complementing this were broader efficiency measures, such as reorganizing the company into profit centers and reducing overall staff levels through natural attrition and , while emphasizing for remaining frontline personnel to deliver superior service. These changes not only streamlined operations but also aligned the workforce more closely with customer needs, contributing to sustained profitability. The turnaround faced significant challenges, including union resistance to , as pilots and mechanics initially opposed shifts that limited top-down control and new aircraft investments, requiring integration through bodies like the Airline Council to build consensus. Competitive pressures from deregulated markets and low-cost carriers intensified the need for differentiation, while internal cultural shifts provoked hostility from middle managers accustomed to bureaucratic oversight, necessitating extensive communication to redefine roles and mitigate fears of diminished authority. Despite these obstacles, Carlzon's persistent focus on service excellence and employee buy-in ultimately overcame the resistance, solidifying the transformation.

Post-SAS ventures

After leaving SAS in 1993, Jan Carlzon founded the investment and consulting firm Ledstiernan in 1994, where he served as chairman and focused on opportunities in technology and other sectors. Through Ledstiernan, Carlzon provided strategic guidance to numerous startups, leveraging his prior executive experience to support and turnarounds. Carlzon co-founded CDON AB, one of the earliest platforms in , launched in 1999 to facilitate online retail of books, music, and other media. The company quickly expanded across Nordic markets, establishing itself as a pioneer in digital consumer sales during the dot-com era. In 1999, Carlzon became chairman of the Swedish Tennis Association, a role he held until 2007, during which he contributed to organizational growth and international engagement, including serving on the board of the . He later chaired the British Swedish Chamber of Commerce from 2003 to 2006, promoting and business relations between the UK and . From 2006 to 2010, Carlzon led Företagarna, Sweden's largest non-political federation of business owners, advocating for entrepreneurial policies and support for small and medium-sized enterprises. Post-2010, Carlzon has maintained an active role in speaking engagements and advisory services, delivering keynotes on customer-centric leadership and strategic to global audiences. His insights, drawn from decades of executive experience, continue to influence business strategy discussions in the , particularly on empowering employees and adapting to digital transformations.

Personal life

Marriages and children

Jan Carlzon was first married to Agneta Wärn, with whom he had three children: , Maja, and Malin. He later married Susanne Bourghardt Carlzon, with whom he has two children: Anna and Fred. In total, Carlzon is the father of five children from his two marriages. Public records and interviews highlight Carlzon's role as an attentive and listening parent, emphasizing family support during personal tragedies, such as the loss of a grandchild in 2020, where siblings provided crucial emotional backing to affected family members.

Later personal activities

In his later years, Jan Carlzon has maintained an active involvement in as a personal leisure pursuit, reflecting his longstanding passion for the sport. He served as chairman of the Swedish Association from 1999 to 2007, a role that allowed him to contribute to development and promotion of in on a non-professional basis. Carlzon has also dedicated time to philanthropy, particularly in youth development and prevention initiatives. As chairman of Mentor Sverige Insamlingsstiftelse since 2010, he supports an that provides mentoring programs for teenagers aged 13 to 17, aimed at preventing drug abuse and fostering personal growth through supportive relationships and . This engagement underscores his commitment to community welfare, independent of his business background. Post-retirement, Carlzon has resided in , , embracing a more private lifestyle centered on these interests and family stability.

Writings and ideas

Key publications

Jan Carlzon's first major publication, Riv pyramiderna!: En bok om den nya människan, chefen och ledaren (Tear Down the Pyramids!: A Book About the New Human Being, the Boss, and the Leader), was co-authored with Tomas Lagerström and published in Swedish by Bonnier in 1985. This work drew from Carlzon's experiences leading organizational transformations at SAS, emphasizing the need to dismantle hierarchical structures to foster and employee . His second seminal book, Moments of Truth, was published in English in 1987 by Ballinger Publishing Company, serving as an international adaptation and expansion of concepts introduced in his earlier Swedish work. The book has been translated into 18 languages, broadening its reach to global audiences in business and . Carlzon contributed forewords and articles to various journals in the late and early , often elaborating on themes from Moments of Truth, such as interactions in , though these were not standalone publications.

Core concepts and quotes

Jan Carlzon's seminal concept of "Moments of Truth" refers to the critical interactions between customers and any aspect of a , where perceptions of the are formed or altered, often numbering around 50,000 such daily encounters at a company like SAS that collectively determine its success or failure. This framework underscores the idea that every employee-customer contact point, no matter how minor, serves as an opportunity to build or erode trust, shifting focus from hierarchical control to frontline in service delivery. Central to Carlzon's empowerment philosophy is the recognition that staff at these interaction points must be enabled to make decisions independently, as exemplified by his statement: "We have 50,000 moments of truth every day." This quote, drawn from his writings, emphasizes the scale and immediacy of customer-facing responsibilities, advocating for a decentralized approach where employees are trusted to act in the company's best interest without constant oversight. Complementing this, Carlzon articulated the link between information access and accountability with the quote: "An individual without information can't take responsibility. An individual with information can't help but take responsibility." These ideas, elaborated in his key publication Moments of Truth, highlight how transparency and knowledge dissemination are prerequisites for effective employee autonomy in customer-centric environments. By 2025, Carlzon's concepts continue to influence modern business practices, particularly in (CX) design, where digital touchpoints—such as app interactions and AI-driven support—extend "moments of truth" beyond physical encounters to shape perceptions in real-time analytics and journey mapping. Companies across industries apply these principles to prioritize high-impact interactions, fostering cultures of amid evolving technologies like personalized to enhance responsibility and responsiveness.

Recognition

Business awards

Under Jan Carlzon's leadership as CEO of Scandinavian Airlines System (SAS) from 1981 to 1993, the airline received the prestigious Airline of the Year award from Air Transport World in 1983. This recognition was given for SAS's remarkable turnaround, which included restoring profitability within Carlzon's first year and implementing innovative strategies that positioned the airline as a leader in the industry. The award underscored SAS's shift toward a customer-driven model, particularly emphasizing service excellence for travelers, and contributed to the company's reputation for and punctuality in during the .

Honors and distinctions

In recognition of his leadership in transforming System (SAS) into a model of excellence, Jan Carlzon received several prestigious state and academic honors during the late and early 1990s. In , he was awarded H.M. The King's Medal of the 12th size in gold (silver-gilt), worn around the neck on the Seraphim ribbon, by King of for his contributions to Swedish and . On July 1, 1990, Carlzon was appointed Commander with Star of the Royal Norwegian Order of Merit, acknowledging his role in fostering Nordic cooperation through SAS's operations across , , and . The following year, on September 11, 1991, in , conferred upon him an honorary Doctor of Laws during its Opening Convocation, honoring his innovative management practices that emphasized employee empowerment and . Carlzon also holds an honorary Doctor of Laws from in , , awarded in recognition of his global influence on business leadership. In 2009, Carlzon was selected as one of "The 100 Greatest Swedes" in a book published that year, recognizing his influence on Swedish and global business practices. Following his tenure at SAS, which ended in 1993, additional honors include the aforementioned 2009 recognition, though no further major state or academic distinctions have been publicly reported as of November 2025, reflecting a shift toward quieter pursuits in consulting and writing rather than high-profile public roles.

References

  1. https://www.forbes.com/sites/shephyken/2024/10/13/table-stakes-touchpoints-powerful-strategy-that-can-define-the-success-of-your-business/
  2. https://customerthink.com/jan_carlzon_moments_of_truth/
  3. https://www.amazon.com/Moments-Truth-Jan-Carlzon/dp/0060915803
  4. https://www.summary.com/author/jan-carlzon/
  5. https://ivyexec.com/career-advice/2016/not-familiar-with-the-scandinavian-model-of-leadership-then-you-are-truly-missing-out/
  6. https://runeberg.org/vemardet/1993/0201.html
  7. https://digitaltmuseum.se/0210113393851/ett-id-kort-pa-carlzon-under-aren-1970-1971
  8. https://www.nytimes.com/1988/02/09/business/moment-of-truth-for-sas-head.html
  9. https://www.harpercollins.com/blogs/authors/jan-carlzon-880000013313
  10. https://trainingdesignersclub.co.uk/wp-content/uploads/2022/09/moments-of-truth.pdf
  11. https://se.linkedin.com/in/jan-carlzon-02218b32
  12. https://www.specialistspeakers.com/?p=1364
  13. https://www.thinkingheads.com/en/speakers/jan-carlzon/
  14. https://static1.squarespace.com/static/5b0336a44eddec3c6a301e6c/t/5e272a35cc229c6d83b0d3ed/1579625014461/Jan%2BCarlzon%2B%25283%2529.pdf
  15. https://www.diva-portal.org/smash/get/diva2:131282/FULLTEXT01.pdf
  16. https://www.sasgroup.net/files/en/wp-content/uploads/sites/2/1994/03/SAS-Annual-Report-1993.pdf
  17. https://www.sasgroup.net/files/en/wp-content/uploads/sites/2/1989/09/scandinavian-airlines-system-annual-report-1980-81.pdf
  18. https://www.sasgroup.net/about-sas/sas-history/presidents-of-sas-beginning-in-1946/
  19. https://impellus.com/articles/first-impressions-mean-everything-especially-as-a-leader/
  20. https://sloanreview.mit.edu/article/the-empowerment-of-service-workers-what-why-how-and-when/
  21. https://link.springer.com/content/pdf/10.1057/9781137313775.pdf
  22. https://www.sasgroup.net/files/en/wp-content/uploads/sites/2/1989/09/scandinavian-airlines-system-annual-report-1982-83.pdf
  23. https://aviationstrategy.aero/newsletter/Apr-2000/5/SAS:more-pragmatic-version-of-Carlzon%27s-dream
  24. https://www.sasgroup.net/files/en/wp-content/uploads/sites/2/1989/09/scandinavian-airlines-system-annual-report-1981-82.pdf
  25. https://books.google.com/books/about/Moments_of_Truth.html?id=t08PAQAAMAAJ
  26. https://www.hbs.edu/faculty/Pages/item.aspx?num=12492
  27. http://reports.huginonline.com/898554/115778.pdf
  28. https://www.svd.se/a/0ff2d22d-0d96-304e-a4e1-85c62206aa8d/jan-carlzon-overklagar-skattekrav-pa-14-miljoner
  29. https://csa.com.tr/en/speakers/jan-carlzon/
  30. https://inspiring-speaker.com/speakers/jan-carlzon-speaker/
  31. https://thinkingheads.com/en/speakers/jan-carlzon/
  32. https://www.sses.se/stories/jan-carlzon-ama/
  33. https://www.gp.se/livsstil/jan-predikar-vikten-av-visioner.37fcf666-a81e-4345-b6ab-6b4e0de411d6
  34. https://www.hant.se/noje/sas-jannes-barnbarn-dod-22-ar-gammal/10508005
  35. https://www.expressen.se/sport/tennis/jan-carlzon-avgar-som-tennisordforande/
  36. https://www.marketscreener.com/insider/JAN-GOSTA-CARLZON-A04469/
  37. https://www.insamlingskontroll.se/organisationer/mentor-sverige-insamlingsstiftelse/
  38. https://www.amazon.co.uk/Riv-pyramiderna-manniskan-ledaren-Swedish/dp/9100468444
  39. https://www.amazon.com/Moments-Truth-Jan-Carlzon/dp/0887302009
  40. https://www.sqmgroup.com/resources/library/blog/identifying-moments-truth-matter-most-touchpoint
  41. https://www.chieflearningofficer.com/2008/02/01/adaptation/
  42. https://www.emeraldinsight.com/doi/abs/10.1108/09564239210015139
  43. https://northridgegroup.com/customer-journey-mapping-moments-of-truth/
  44. https://www.sasgroup.net/files/en/wp-content/uploads/sites/2/1989/09/scandinavian-airlines-system-annual-report-1983-84.pdf
  45. https://www.inc.com/magazine/19890501/5635.html
  46. https://www.plu.edu/president/wp-content/uploads/sites/39/2016/01/honorary-doctorate-history-20160107.pdf
  47. https://speakersnet.se/wp-content/uploads/2022/12/JAN-CARLZON_SNENG.pdf
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