The Only Thing That Matters: Bringing the Power of the Customer into Your Business

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This guide challenges businesses to incorporate a new commitment to the customer, and change the very core of the business culture. Drawing on his years of experience and observation, Karl Albrecht details a carefully-crafted plan that has made a world of difference at numerous companies, including Marriott, Volkswagen and State Street Bank. He shows companies how to use this plan to stay at the top and stay there. Other titles by Karl Albrecht includes Service America , At America’s Service and Service Within: Solving the Middle Management Leadership Crisis .