The Only Thing That Matters: Bringing the Power of the Custome Into the Center of Your Business (Paperback) (ISBN-13: 9780913351239)

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.

Author: Karl Albrecht
ISBN-10: 0913351237
ISBN-13: 9780913351239
Publisher: Karl Albrecht International
Language: English
Published: 12/31/2008
Pages: 256
Format: Paperback
Weight: 0.76lbs
Size: 9.02h x 5.98w x 0.54d