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

by Karl Albrecht

The author challenges American business to change its values, culture, management structure, and style in order to make a total commitment to the customer

Genres: Business, Nonfiction

Paperback

First published May 1, 1992

About the author

Dr. Karl Albrecht is an executive management consultant, coach, futurist, lecturer, and author of more than 20 books on professional achievement, organizational performance, and business strategy. He is listed as one of the Top 100 Thought Leaders in business on the topic of leadership.

He is a recognized expert on cognitive styles and the development of advanced thinking skills. His books Social Intelligence: The New Science of Success; Practical Intelligence: The Art and Science of Common Sense; and his Mindex Thinking Style Profile are used in business and education.

The Mensa society presented him with its lifetime achievement award, for significant contributions by a member to the understanding of intelligence.

Originally a physicist, and having served as a military intelligence officer and business executive, he now consults, lectures, and writes about whatever he thinks would be fun.

Reviews

[Scott Cox · Rating 5 out of 5]

This is one of the most helpful business books that I have read. I refer back to it often; and frequently loan it to colleagues (though I take serious note of where this book is as at all times!). The basic gist is simple: the customer comes first. Albrecht introduces the TQS concept - "Total Quality Service." This is an improvement in scope over the Walter Deming manufacturing and TQM maxims - Total Quality Management - as it brings the needs of the customer into the equation. I had one quote from Albrecht's book printed as a wall poster which has been with me for about 15 years: "If you are not serving the customer, then your job is to serve someone who is." This book is a must read for those in the service management industry . . . however it has relevance to many areas of our personal lives as well!

[Gerhard Peters · Rating 5 out of 5]

For my review go here: http://blog.gpeters.ca/2009/03/book-r...