The Only Thing That Matters: Bringing the Power of the Custome Into the Center of Your Business

by 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 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.

Genres: Business, Nonfiction

248 pages, 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...