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

Karl Albrecht (Author)

Book Description

Publication Date: May 26, 1993

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

Editorial Reviews

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.

Product Details

• Paperback: 256 pages
• Publisher: HarperBusiness (May 26, 1993)
• Language: English
• ISBN-10: 088730639X
• ISBN-13: 978-0887306396
• Product Dimensions: 8.2 x 5.5 x 0.8 inches
• Shipping Weight: 7.2 ounces
• Average Customer Review: 5.0 out of 5 stars  See all reviews (2 customer reviews)
• Amazon Best Sellers Rank: #1,322,178 in Books (See Top 100 in Books)

Customer Reviews

Most Helpful Customer Reviews

4 of 5 people found the following review helpful:

5.0 out of 5 stars Incredible book. Fabulous. To the point and practical., September 23, 2001

By A Customer

This review is from: The Only Thing That Matters: Bringing the Power of the Customer into the Center of Your Business (Paperback)

I've read dozens of customer-centered business books. This is the best. Loaded with perceptive observations and practical tools. The subtitle says it all: "Bringing the Power of the Customer into the Center of Your Business".

4 of 6 people found the following review helpful:

5.0 out of 5 stars First three chapters convinced me to buy the book!, July 29, 1998

By A Customer

This review is from: The Only Thing That Matters: Bringing the Power of the Customer into the Center of Your Business (Paperback)

I borrowed the book from a colleague for a short plane trip. The first chapters seemed to sum up what I think our company direction should be. So I bought the book. I think this is a classic.