The “Moments of Truth” in eLearning Design

Jan Carlzon is best known as the CEO who turned around troubled Scandinavian Airlines System (SAS) and the author of Moments of Truth: New Strategies for Today’s Customer-Driven Economy, originally published in 1989.  Now, nearly a quarter century later, his book provides inspiration to help eLearning instructional designers create programs that will delight online audiences. In […]

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