The Only Thing That Matters: Bringing the Power of the Customer into the Center of Your Business

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9780887306396: The Only Thing That Matters: Bringing the Power of the Customer into the Center of Your Business

Total Commitment to the Customer:
The Only Way to Succeed in the Supercompetitive 1990s

In The Only Thing That Matters Karl Albrecht challenges American business to a commitment that will transform it to its very core. Albrecht's plan goes beyond lip service and simple cosmetic approaches to show the way to a radical bottom-up, top-down, total company commitment to the customer. His blueprint for success encompasses and explains the five critical challenges facing every business:
  • Finding the "Invisible Truth" about your customer
  • Creating new, long-term rules for the Game
  • Winning the hearts, minds, and hands of your people
  • Making all systems, policies, and procedures customer-friendly
  • Keeping score and leading the way

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About the Author:

Karl Albrecht is a management consultant, speaker, researcher, and a prolific author. During his twenty-year career, he has established an impressive reputation for pioneering new ideas that contribute to great organizational and individual effectiveness. He has written seventeen books on various aspects of business including the bestselling Service America!, At America's Service, and Service Within. He is chariman of The TQS Group, Inc., a Chicago based consulting firm that implements his Total Quality Service approach to business performance.

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Albrecht, Karl
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Book Description HarperCollins Publishers Inc, United States, 1993. Paperback. Book Condition: New. Reprint. 198 x 135 mm. Language: English . Brand New Book ***** Print on Demand *****. The man who single-handedly initiated the service management phenomenon in America poses a new challenge for businesses--how to incorporate a new commitment to the customer into their own business. Bookseller Inventory # APC9780887306396

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Book Description HarperCollins Publishers Inc, United States, 1993. Paperback. Book Condition: New. Reprint. 198 x 135 mm. Language: English . Brand New Book ***** Print on Demand *****.The man who single-handedly initiated the service management phenomenon in America poses a new challenge for businesses--how to incorporate a new commitment to the customer into their own business. Bookseller Inventory # APC9780887306396

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Book Description HarperCollins Publishers Inc. Paperback. Book Condition: new. BRAND NEW, The Only Thing That Matters: Bringing the Power of the Customer into Your Business, Karl Albrecht, This guide challenges businesses to incorporate a new commitment to the customer, and change the very core of the business culture. Drawing on his years of experience and observation, Karl Albrecht details a carefully-crafted plan that has made a world of difference at numerous companies, including Marriott, Volkswagen and State Street Bank. He shows companies how to use this plan to stay at the top and stay there. Other titles by Karl Albrecht includes "Service America", "At America's Service" and "Service Within: Solving the Middle Management Leadership Crisis". Bookseller Inventory # B9780887306396

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