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

For years his voice has been a call to top performance for American business: management guru and international consultant Karl Albrecht.

In 1985, with his landmark book Service America!, he revolutionized the way companies looked at themselves and their customers. His ideas have served as a powerful force to transform the inner workings of business whenever companies might have lapsed into complacency. Now he has written The Only Thing That Matters, in which he challenges American business to rise to the occasion and enter a commitment that will transform it to its very core.

Beyond lip service, beyond seductively simple cosmetic approaches, Albrecht's plan can only be achieved through a radical, bottom- up, top-down, total company commitment to the customer. This commitment changes the very essence of a business's values, culture, management structure, and style.

Albrecht's approach fully engages 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

• Keeping track of improvements along the way

• Keeping score and leading the way