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The Only Thing That Matters
Bringing the Power of the Custome Into the Center of Your Business
In this practical, down-to-earth guide for managers at all levels, Karl Albrecht re-defines the quality and service issues by fusing them into one all-powerful concept: Customer Value.
He shows you how to implement the key practices of the outstanding customer-focused companies. This is a valuable book for all managers and one that resonates with the current business environment. His pioneering concept of customer value modeling shows you how to build a strategic focus based on customer value, and how to deploy the concept all through the organization. Using his Total Quality Service (TQS) model as a framework, he guides you through the transformation process, showing you how to avoid the 'fizzle factors' and actually deliver a superior customer value package.
Jan Carlzon, CEO of Scandinavian Airlines, says,
"Makes a convincing case for basing efforts to improve quality on added value to the customer. Thought-provoking."
Provide a copy of The Only Thing That Matters to each of your executives, managers, and team leaders.
- Publication Date:
- 0913351237 / 9780913351239
- Page Count:
- Binding Type:
- US Trade Paper
- Trim Size:
- 6" x 9"
- Black and White
- Related Categories:
- Business & Economics / Customer Relations