10/12/1999
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.