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

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.

General

Imprint:	Karl Albrecht International
Country of origin:	United States
Release date:	December 2008
First published:	December 2008
Authors:	Karl Albrecht
Dimensions:	229 x 152 x 14mm (L x W x T)
Format:	Paperback - Trade
Pages:	256
ISBN-13:	978-0-913351-23-9
Categories:	Books > Business & Economics > Business & management > Sales & marketing > Customer services
LSN:	0-913351-23-7
Barcode:	9780913351239

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