“我们正驻足于‘历史的十字路口’上。”北欧航空公司总裁卡尔森在其《关键时刻》一书中指出:“我们正进入顾客或市场导向的时代,从航空、汽车、半导体……一直到金融服务业,愈来愈聪明的消费者和不断加入的新竞争对手,使传统企业坐立不安。为迎接顾客导向的新挑战,我们 “We are standing at the ’crossroads of history’.” Scandinavian President Carlson stated in his “Critical Moments” book: “We are entering an era of customer or market orientation, from aviation, automobiles, and semiconductors... As far as the financial services industry, more and more smart consumers and new competitors that have joined us have made traditional companies uneasy. To meet new customer-oriented challenges, we