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The Only Thing That Matters: Bringing the Power of the Custome into the Center of Your Business
Karl Albrecht
The Only Thing That Matters: Bringing the Power of the Custome into the Center of Your Business
Karl Albrecht
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.
Media | Books Paperback Book (Book with soft cover and glued back) |
Released | December 31, 2008 |
ISBN13 | 9780913351239 |
Publishers | Karl Albrecht International |
Pages | 248 |
Dimensions | 150 × 230 × 10 mm · 344 g |
Language | English |
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