One Size Fits One : Building Relationships One Customer and One Employee at a Time
Gary Heil, Tom Parker, Deborah C. StephensISBN: 0471331678;
A billion-dollar paper manufacturer in Wisconsin works closely with a small stationery store halfway across the country to better ensure that the company's products will sell at the retail level. An Internet browser company distributes its products free to the masses, resulting in a market share of paying customers and a worldwide community of prospective buyers of services and products. An irate customer in Berkeley, California, places a $10,000 ad in the Wall Street Journal to protest what he considers shoddy treatment by a large coffee company—and ultimately receives 6,000 responses from other dissatisfied customers to his toll-free telephone number. Love it, hate it, fear it, or wish it would just disappear, we are entering anera where one size no longer fits all—or even a few. We find ourselves in a highly personalized, customer-driven environment where now "one size fits one." The only business objective that makes any sense is a long-term...
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