{ "item_title" : "The Only Thing That Matters", "item_author" : [" Karl Albrecht "], "item_description" : "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 concept: 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.", "item_img_path" : "https://covers4.booksamillion.com/covers/bam/0/91/335/123/0913351237_b.jpg", "price_data" : { "retail_price" : "15.95", "online_price" : "15.95", "our_price" : "15.95", "club_price" : "15.95", "savings_pct" : "0", "savings_amt" : "0.00", "club_savings_pct" : "0", "club_savings_amt" : "0.00", "discount_pct" : "10", "store_price" : "" } }

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