|About the Book|
In an era of increasing segmentation and personalisation, one size no longer fits all - or even a few. Todays customers have vast power to build businesses, but unhappy ones will either walk away or actively undermine the offender. Todays only viable objective is a long-term relationship with each profitable customer, created by loyal employees fully committed to creating exceptional value. In a world where one size fits one, no business can afford to settle for the ordinary.