Total Commitment to the Customer: The Only Way to Succeed in the Supercompetitive 1990s In The Only Thing That Matters Karl Albrecht challenges American business to a commitment that will transform it to its very core. Albrecht's plan goes beyond lip service and simple cosmetic approaches to show the way to a radical bottom-up, top-down, total company commitment to the customer. His blueprint for success encompasses and explains the five critical challenges facing every business: Finding the "Invisible Truth" about your customer Creating new, long-term rules for the Game Winning the hearts, minds, and hands of your people Making all systems, policies, and procedures customer-friendly Keeping score and leading the way