One Size Fits One
IN THIS SUMMARY
One Size Fits One extends the one-to-one future revolution, so eloquently described by Peppers and Rogers, to reveal an exciting, new relationship-based culture that focuses on both customers and employees. Knowing that it is imperative to understand what is going on in their minds, the authors skillfully and thoroughly relate moments of truth using the voice of the informed customer. At the same time, they repeatedly place emphasis on the people in the organization who form those important personalized customer relationships and tend them on a daily basis. What results is a powerful, highly practical template for creating customer loyalty, one customer at a time.