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The Only Thing That Matters: Bringing the Power of the Custome Into the Center of Your Business,Used
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In this practical, downtoearth guide for managers at all levels, Karl Albrecht redefines the quality and service issues by fusing them into one allpowerful concept: Customer Value. He shows you how to implement the key practices of the outstanding customerfocused 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. Thoughtprovoking." Provide a copy of The Only Thing That Matters to each of your executives, managers, and team leaders.
⚠️ WARNING (California Proposition 65):
This product may contain chemicals known to the State of California to cause cancer, birth defects, or other reproductive harm.
For more information, please visit www.P65Warnings.ca.gov.