But what if everyone is wrong?In their acclaimed bestseller The Challenger Sale, Matthew Dixon and his colleagues at CEB busted longstanding myths about sales. Now they've turned to a new vital business subject - customer loyalty - with a book that turns conventional wisdom on its head.Companies devote untold time and resources trying to dazzle customers. Yet CEB's careful research proves that is wildly overrated: loyalty has a lot more to do with how well companies deliver on their basic promises than on how dazzling the service experience might be. Forget bells and whistles and just solve your customer's problems. The Effortless Experience lays out the four pillars of a low-effort customer experience, with robust data, in­sights and profiles. Here are tools and templates you can start applying right away to improve service, reduce costs, and ultimately generate the elusive loyalty that the 'dazzle factor' fails to deliver.The rewards are there for the taking, and the pathway to achieving them is now clearly marked.'A business detective story, in which cherished truths are systematically investigated-and frequently debunked' -Dan Heath, coauthor of Decisive, Switch, and Made to StickMatt Dixon is Executive Director of the Sales & Service Practice at CEB. He is a frequent contributor to the Harvard Business Review, and his previous book, The Challenger Sale, was a Wall Street Journal bestsellerNick Toman is Senior Director of Research for CEB's Sales & Services Practice and is a frequent contributor to the Harvard Business Review.Rick DeLisi is Senior Director of Advisory Services for CEB's Sales & Service Practice and a noted public speaker and facilitator.

     In an incredibly entertaining and inspiring narrative that draws on countless stories from their work at IDEO, the Stanford d.school, and with many of the world's top companies, David and Tom Kelley identify the principles and strategies that will allow us to tap into our creative potential in our work lives, and in our personal lives, and allow us to innovate in terms of how we approach and solve problems.  It is a book that will help each of us be more productive and successful in our lives and in our careers.

    This book shows how Lean and Six Sigma methods complement each other. It outlines a program for combining the synergies of these initiatives to provide the organization with greater speed, less process variation, and more bottom-line impact.

    By asking questions, we can analyze, learn, and move forward in the face of uncertainty. But "questionologist" Warren Berger says that the questions must be the right ones; the ones that cut to the heart of complexity or enable us to see an old problem in a fresh way.In The Book of Beautiful Questions, Berger shares illuminating stories and compelling research on the power of inquiry. Drawn from the insights and expertise of psychologists, innovators, effective leaders, and some of the world's foremost creative thinkers, he presents the essential questions readers need to make the best choices when it truly counts, with a particular focus in four key areas: decision-making, creativity, leadership, and relationships.The powerful questions in this book can help you:- Identify opportunities in your career or industry- Generate fresh ideas in business or in your own creative pursuits- Check your biases so you can make better judgments and decisions- Do a better job of communicating and connecting with the people around youThoughtful, provocative, and actionable, these beautiful questions can be applied immediately to bring about change in your work or your everyday life.

    Now completely revised, this book is available for the first time in paperback. The Sales Bible has helped tens of thousands of salespeople all over the world reach their potential and close the big deal. Gitomer gives sales professionals the right answers to the toughest questions:How to make sales in any economic environment Twenty-five ways to get that most-elusive appointment Top-down selling How to fill the sales pipeline with prospects ready to buy How to use the right questions to make more sales in half the time This book is everything its title claims to be

    These four words can mean the difference between a fear of failure and the courage to try." In his previous bestselling books, Coach K has guided readers to success the way he has guided his teams at Duke University - - with the power of his inspirational words and phenomenal leadership skills. But that was with college kids.....Now, Coach K has stepped up to take on an entirely new challenge - by volunteering to coach the US Olympic Basketball team. Comprised of some of the biggest NBA stars, Coach K had to work with huge egos and personal rivalries in order to create an American team that could win against the best competition in the world and restore Team USA to the gold standard of basketball. This is more than a celebratory book - it's Coach K's first-hand account of how he dealt with such stars as Lebron James, Kobe Bryant, Carmelo Anthony and all the rest to buy into his "total team" play. Half a book on basketball, half a book on management techniques, The Gold Standard captures Coach K's personal style and approach to getting different (and sometimes difficult) people to work hard and succeed in reaching a common goal.

    Ben Horowitz has long been fascinated by history, and particularly by how people behave differently than you’d expect. The time and circumstances in which they were raised often shapes them—yet a few leaders have managed to shape their times. In What You Do Is Who You Are, he turns his attention to a question crucial to every organization: how do you create and sustain the culture you want?To Horowitz, culture is how a company makes decisions. It is the set of assumptions employees use to resolve everyday problems: should I stay at the Red Roof Inn, or the Four Seasons? Should we discuss the color of this product for five minutes or thirty hours? If culture is not purposeful, it will be an accident or a mistake.What You Do Is Who You Are explains how to make your culture purposeful by spotlighting four models of leadership and culture-building—the leader of the only successful slave revolt, Haiti’s Toussaint Louverture; the Samurai, who ruled Japan for seven hundred years and shaped modern Japanese culture; Genghis Khan, who built the world’s largest empire; and Shaka Senghor, a man convicted of murder who ran the most formidable prison gang in the yard and ultimately transformed prison culture.Horowitz connects these leadership examples to modern case-studies, including how Louverture’s cultural techniques were applied (or should have been) by Reed Hastings at Netflix, Travis Kalanick at Uber, and Hillary Clinton, and how Genghis Khan’s vision of cultural inclusiveness has parallels in the work of Don Thompson, the first African-American CEO of McDonalds, and of Maggie Wilderotter, the CEO who led Frontier Communications. Horowitz then offers guidance to help any company understand its own strategy and build a successful culture.What You Do Is Who You Are is a journey through culture, from ancient to modern. Along the way, it answers a question fundamental to any organization: who are we? How do people talk about us when we’re not around? How do we treat our customers? Are we there for people in a pinch? Can we be trusted?Who you are is not the values you list on the wall. It’s not what you say in company-wide meeting. It’s not your marketing campaign. It’s not even what you believe. Who you are is what you do. This book aims to help you do the things you need to become the kind of leader you want to be—and others want to follow.

    We’ve combed through hundreds of articles in the Harvard Business Review archive and selected the most important ones to help you and your organization make better choices and avoid common traps.Leading experts such as Ram Charan, Michael Mankins, and Thomas Davenport provide the insights and advice you need to:• Make bold decisions that challenge the status quo• Support your decisions with diverse data• Evaluate risks and benefits with equal rigor• Check for faulty cause-and-effect reasoning• Test your decisions with experiments• Foster and address constructive criticism• Defeat indecisiveness with clear accountabilityLooking for more Must Read articles from Harvard Business Review? Check out these titles in the popular series:HBR’s 10 Must Reads: The EssentialsHBR’s 10 Must Reads on CommunicationHBR’s 10 Must Reads on CollaborationHBR’s 10 Must Reads on InnovationHBR’s 10 Must Reads on LeadershipHBR’s 10 Must Reads on Managing YourselfHBR’s 10 Must Reads on Strategic MarketingHBR’s 10 Must Reads on Teams

    This work contains components of the model, which include staffing models and strategy, staffing support systems (legal compliance, planning, job analysis and rewards), core staffing systems (recruitment, selection, employment), and staffing system and retention management.

    Your intelligence quotient can be a predictor of things such as academic achievement. But it is fixed and unchangeable. The real key to personal and professional growth, and happiness, is your emotional quotient, which you can nurture and develop.The EQ Edge, by Steven J. Stein and Howard E. Book, shows you how the dynamic of emotional intelligence works. By understanding EQ, you can build more meaningful relationships, boost your confidence and optimism, and respond to challenges with enthusiasm--all of which are essential ingredients of success.The book features case studies and fascinating--and surprising--insights into EQ and the workplace. As an HR or line manager, this book will help you determine which personnel are the right fit for job opportunities and who among your staff will be the most promising leaders and drivers of your business. And because CEOs to front-line workers also have other roles--parent, spouse, caregiver to aging parents, neighbor, friend--The EQ Edge also describes how everyone can be more successful in these relationships."Finally, a practical and useable guide to what emotional intelligence is all about. This book peels the onions on what EQ really is and teaches the reader to assess their own EQ and how to increase it. This is the holy grail for career success." --Michael Feiner, Professor, Columbia Graduate School of Business and author of The Feiner Points of leadership

    Pozen taught a full course load at Harvard Business School while serving as the full-time chairman of a global financial-services firm. He's written six books and hundreds of articles, raised a family with his wife of more than four decades, and served on many boards of local charities and public companies. Pozen is a prince of productivity, a man who has worked smarter and faster than almost everyone around him for more than forty years.In Extreme Productivity, Pozen reveals the secrets to workplace productivity and high performance. His book is for anyone feeling overwhelmed by an existing workload—facing myriad competing demands and multiple time-sensitive projects. Offering antidotes to a calendar full of boring meetings and a backlog of e-mails, Extreme Productivity explains how to determine your highest priorities and match them with how you actually spend your time.Pozen shows that in order to be truly productive, professionals must make a critical shift in their mind-set: from hours worked to results produced. He helps people at all stages of their careers read, write, and make presentations quicker and more effectively. He provides professionals with practical tips on how to efficiently use their time in the office—while leading full and productive personal lives as well.

    One of the primary business texts of the modern era, it is based on the work of the Harvard Negotiation Project, a group that deals with all levels of negotiation and conflict resolution. Getting to Yes offers a proven, step-by-step strategy for coming to mutually acceptable agreements in every sort of conflict. Thoroughly updated and revised, it offers readers a straight- forward, universally applicable method for negotiating personal and professional disputes without getting angry-or getting taken.This is by far the best thing I`ve ever read about negotiation. It is equally relevant for the individual who would like to keep his friends, property, and income and the statesman who would like to keep the peace." --John Kenneth Galbraith"

    Now, this venture capitalist turned executive coach shares his unusual yet highly effective blend of Buddhism, Jungian therapy, and entrepreneurial straight talk to help leaders overcome their own psychological traumas. Reboot is a journey of radical self-inquiry, helping you to reset your life by sorting through the emotional baggage that is holding you back professionally and, even more important, in your relationships.Jerry has taught CEOs and their top teams to realize their potential by using the raw material of their lives to find meaning, to build healthy interpersonal bonds, and to become more compassionate and bold leaders. In Reboot, he inspires everyone to hold themselves responsible for their choices and for the possibility of truly achieving their dreams.Work does not have to destroy us. Work can be the way in which we achieve our fullest self, Jerry firmly believes. What we need, sometimes, is a chance to reset our goals and to reconnect with our deepest selves and with each other. Reboot moves and empowers us to begin this journey.

    It's romantic and exciting to think of leadership as all inspiration, decisive action, and rich rewards, but leading requires taking risks that can jeopardize your career and your personal life. It requires putting yourself on the line, disturbing the status quo, and surfacing hidden conflict. And when people resist and push back, there's a strong temptation to play it safe. Those who choose to lead plunge in, take the risks, and sometimes get burned. But it doesn't have to be that way say renowned leadership authorities Ronald Heifetz and Marty Linsky. In Leadership on the Line, they show how it's possible to make a difference without getting "taken out" or pushed aside. They present everyday tools that give equal weight to the dangerous work of leading change and the critical importance of personal survival. Through vivid stories from all walks of life, the authors present straightforward strategies for navigating the perilous straits of leadership. Whether parent or politician, CEO or community activist, this practical book shows how you can exercise leadership and survive and thrive to enjoy the fruits of your labor.

    cofounder Raj Sisodia argue for the inherent good of both business and capitalism. Featuring some of today’s best-known companies, they illustrate how these two forces can—and do—work most powerfully to create value for all stakeholders: including customers, employees, suppliers, investors, society, and the environment.These "�Conscious Capitalism" companies include Whole Foods Market, Southwest Airlines, Costco, Google, Patagonia, The Container Store, UPS, and dozens of others. We know them; we buy their products or use their services. Now it’s time to better understand how these organizations use four specific tenets—higher purpose, stakeholder integration, conscious leadership, and conscious culture and management—to build strong businesses and help advance capitalism further toward realizing its highest potential.As leaders of the Conscious Capitalism movement, Mackey and Sisodia argue that aspiring leaders and business builders need to continue on this path of transformation—for the good of both business and society as a whole.At once a bold defense and reimagining of capitalism and a blueprint for a new system for doing business grounded in a more evolved ethical consciousness, this book provides a new lens for individuals and companies looking to build a more cooperative, humane, and positive future.