For retailers and brands "the moment of truth" has already passed

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In the 1980s, former Scandinavian Airlines System (SAS) CEO Jan Carlzon transformed the struggling carrier into a leader by turning customer service into an obsession. In doing so, he coined the phrase The Moment of Truth to describe the exact point in time a customer made contact with a SAS employee — when SAS had to prove its value in order to keep the customer. For SAS, Carlzon preached, the collective outcome of these Moments of Truth — 50 million of them per year, he tallied — ultimately determined the success or failure of his company.

Spotlight

Casper

Casper is a global sleep company that launched in 2014 with one perfect mattress sold directly to consumers — eliminating commission-driven, inflated prices. Its critically acclaimed sleep surface was developed in-house, has a sleek design, and is delivered in a small, "how did they do that?"​-sized box. The company is one of the fastest growing consumer brands of all time, and its product line has increased to include sheets, pillows, a matching foundation, and a dog mattress. Casper was named one of Fast Company's 50 Most Innovative Companies in the World, and its eponymous mattress was crowned one of TIME Magazine's Best Inventions of 2015.

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Article | April 8, 2020

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Article | April 8, 2020

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Spotlight

Casper

Casper is a global sleep company that launched in 2014 with one perfect mattress sold directly to consumers — eliminating commission-driven, inflated prices. Its critically acclaimed sleep surface was developed in-house, has a sleek design, and is delivered in a small, "how did they do that?"​-sized box. The company is one of the fastest growing consumer brands of all time, and its product line has increased to include sheets, pillows, a matching foundation, and a dog mattress. Casper was named one of Fast Company's 50 Most Innovative Companies in the World, and its eponymous mattress was crowned one of TIME Magazine's Best Inventions of 2015.

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