One Size Fits One

In a highly personalized, customer-driven environment, the only business objective that makes any sense is a long-term relationship with each profitable customer. One Size Fits One lays out the ten rules for what customers want — in their own blunt words — and shows how companies can begin to develop the personalized relationships necessary to build loyalty. This updated second edition places a much stronger emphasis on the distributed leadership needed throughout an organization to build enduring customer relationships.