Jeanne Bliss, who served as a senior customer executive at five major companies, says there s no shortcut to becoming beloved you can t hire a fancy marketing firm to get there. You earn it by how you decide to run your business as Wegman s and Harley-Davidson have for decades and as relatively new companies like Zipcar and Zappos are doing right now. After studying and working with dozens of beloved companies, Bliss has identified five key decisions that lead to customer devotion: Decide to believe Decide with clarity of purpose Decide to be real Decide to be there Decide to say sorry Her examples and advice will help readers sustain growth and profit even in a tough economy."

    Without it, we forget what's important to us and lose sight of the steps we might take to reach those goals. Conscious business, explains Fred Kofman, means shining this awareness on every area of your work: in recognizing the needs of others and expressing your own; in seeing the hidden emotional obstacles that may be holding your team back; in making good decisions under pressure; and even in delving into such spiritual questions as "Who am I?" and "What is my real purpose here?" In Conscious Business, this visionary teacher and consultant to Google, Microsoft, Yahoo! and other leading companies presents the complete training manual in the breakthrough techniques he has shared with over 20,000 executives on four continents.

    As astonishing as it is true! No longer need you wish or dream about the things you've always wanted - and deserved in life! For as surely as a never-ending stream of air is sent for you to breathe...so may you enjoy wealth, happiness, health, love - a life full of luxuries...beautiful country homes ...travel to far off exotic places...expensive cars...rare and priceless works of art - all this and more, once you learn the secret of projecting "mind rays."

    We are on the leading edge of a Smart Machine Age led by artificial intelligence that will be as transformative for us as the Industrial Revolution was for our ancestors. Smart machines will take over millions of jobs in manufacturing, office work, the service sector, the professions, you name it. Not only can they know more data and analyze it faster than any mere human, say Edward Hess and Katherine Ludwig, but smart machines are free of the emotional, psychological, and cultural baggage that so often mars human thinking. So we can't beat 'em and we can't join 'em. To stay relevant, we have to play a different game. Hess and Ludwig offer us that game plan. We need to excel at critical, creative, and innovative thinking and at genuinely engaging with others--things machines can't do well. The key is to change our definition of what it means to be smart. Hess and Ludwig call it being NewSmart. In this extraordinarily timely book, they offer detailed guidance for developing NewSmart attitudes and four critical behaviors that will help us adapt to the new reality. The crucial mindset underlying NewSmart is humility--not self-effacement but an accurate self-appraisal: acknowledging you can't have all the answers, remaining open to new ideas, and committing yourself to lifelong learning. Drawing on extensive multidisciplinary research, Hess and Ludwig emphasize that the key to success in this new era is not to be more like the machines but to excel at the best of what makes us human.

    This is a book not to be missed. Read and rejoice.' KEN BLANCHARD'If ever there was a time when creativity was necessary for the survival and growth of any organization, it is now. This book, more than any other I know, provides important insights on how leaders can evoke and sustain those creative juices.' WARREN BENNIS

    There was atime when this revered organization ranked among the lowest in the country in this area. Within ten years, however, it had climbed to among the highest and has emerged as the thought leader in the space.How did Cleveland Clinic turn itself around so effectively and so quickly?More important, how can you do the same with your organization?In gripping, visceral, on-the ground fashion, Service Fanatics reveals the strategies and tactics the Clinic applied to become one of today's leading patient-experience healthcare organizations--methods that seamlessly translate to any business seeking to improveits customer experience. This strategic guide covers:How the Clinic's leaders redefined the concept of patient experience and developed a strategy to improve itCritical lessons learned regarding organization, recruitment, training, and measuring service excellenceWays in which the Clinic aligned its entire workforce around its Patients First strategyHow leaders improved the critical element of physician communicationRather than view patients simply as sick people who need treatment, Cleveland Clinic sees them also as important stakeholders in the organization's success. Patients are customers--who desire, pay for, and deserve the best possible care and experience during what is often a challenging time in their lives.Featuring customer service case studies, as well as invaluable insight from C-level executives at top corporations in various industries, Service Fanatics provides actionable lessons for any manager and business leader beyond healthcare.Whether you run a healthcare institution, nonprofit, or for-profit business, Service Fanatics will help you create the kind of customer experience that promises to transform your organization into an industry powerhouse.

    Now it's a game for grown-ups. What really sets you apart is the relationships you build with people of influence. These people can include your peers, your employees, your organization's directors, reporters, vendors, and regulators-as well as the people directly above you in the organizational hierarchy.In senior management, you no longer answer to just one boss. There is now a hazy matrix of hundreds of bosses both inside and outside the office, any one of whom can stop you cold or give you a tremendous push forward. "Executive Warfare" offers concrete advice for handling all of them, including YOUR PEERS: They are the most valuable of allies or the most dangerous of enemies THE CEO: Her office is often where the real fairy dust is kept. Make sure you have a good relationship here THE BOARD OF DIRECTORS: They won't judge you fairly if all they see of you is your PowerPoints YOUR DIRECT REPORTS: They are your vital organs, so treat them accordingly. And if you find a blood clot among them-excise that person before he kills you YOUR RIVALS: It's not always wise to shoot at them, but if you do, do "not" shoot to woundIn his bestsellers "Brand Warfare" and "Career Warfare," author David D'Alessandro offered sharp advice for building a brand and building a career. Now "Executive Warfare" is the advanced class for the truly ambitious. Learn what it takes to rise to the top-and to do the even harder thing, which is survive there.

    Rather, other factors can be even more crucial such as identifying our passions and following through on our commitments.Drawing on her own powerful story as the daughter of a scientist who frequently bemoaned her lack of smarts, Duckworth describes her winding path through teaching, business consulting, and neuroscience, which led to the hypothesis that what really drives success is not genius, but a special blend of passion and long-term perseverance. As a professor at the University of Pennsylvania, Duckworth created her own character lab and set out to test her theory.Here, she takes readers into the field to visit teachers working in some of the toughest schools, cadets struggling through their first days at West Point, and young finalists in the National Spelling Bee. She also mines fascinating insights from history and shows what can be gleaned from modern experiments in peak performance. Finally, she shares what she's learned from interviewing dozens of high achievers; from JP Morgan CEO Jamie Dimon to the cartoon editor of The New Yorker to Seattle Seahawks Coach Pete Carroll.Winningly personal, insightful, and even life-changing, Grit is a book about what goes through your head when you fall down, and how that not talent or luck makes all the difference.

    All I Need to Know About Manufacturing I Learned in Joe's Garage: World Class Manufacturing Made Simple

    Authors, Cameron and Quinn focus on the methods and mechanisms that are available to help managers and change agents transform the most fundamental elements of their organizations. The authors also provide instruments to help individuals guide the change process at the most basic level--culture. Diagnosing and Changing Organizational Culture offers a systematic strategy for internal or external change agents to facilitate foundational change that in turn makes it possible to support and supplement other kinds of change initiatives.

    But companies that establish change initiatives discover, after initial success, that even the most promising efforts to transform or revitalize organizations—despite interest, resources, and compelling business results—can fail to sustain themselves over time. That's because organizations have complex, well-developed immune systems, aimed at preserving the status quo.Now, drawing upon new theories about leadership and the long-term success of change initiatives, and based upon twenty-five years of experience building learning organizations, the authors of The Fifth Discipline Fieldbook show how to accelerate success and avoid the obstacles that can stall momentum. The Dance of Change, written for managers and executives at every level of an organization, reveals how business leaders can work together to anticipate the challenges that profound change will ultimately force the organization to face. Then, in a down-to-earth and compellingly clear format, readers will learn how to build the personal and organizational capabilities needed to meet those challenges.These challenges are not imposed from the outside; they are the product of assumptions and practices that people take for granted—an inherent, natural part of the processes of change. And they can stop innovation cold, unless managers at all levels learn to anticipate them and recognize the hidden rewards in each challenge, and the potential to spur further growth. Within the frequently encountered challenge of "Not Enough Time," for example—the lack of control over time available for innovation and learning initiatives—lies a valuable opportunity to reframe the way people organize their workplaces.This book identifies universal challenges that organizations ultimately find themselves confronting, including the challenge of "Fear and Anxiety"; the need to diffuse learning across organizational boundaries; the ways in which assumptions built in to corporate measurement systems can handcuff learning initiatives; and the almost unavoidable misunderstandings between "true believers" and nonbelievers in a company.Filled with individual and team exercises, in-depth accounts of sustaining learning initiatives by managers and leaders in the field, and well-tested practical advice, The Dance of Change provides an insider's perspective on implementing learning and change initiatives at such corporations as British Petroleum, Chrysler, Dupont, Ford, General Electric, Harley-Davidson, Hewlett-Packard, Mitsubishi Electric, Royal DutchShell, Shell Oil Company, Toyota, the United States Army, and Xerox. It offers crucial advice for line-level managers, executive leaders, internal networkers, educators, and others who are struggling to put change initiatives into practice.

    In The Ten Things You Can't Say in America, he turns conventional "wisdom" on its head and backs up his commonsense philosophy with cold, hard facts many ignore. Elder says what no one else will:Blacks are more racist than whites.White condescension is mor damaging than white racismThere is no health-care crisisThe War on Drugs is the new Vietnam...and we're losingRepublicans and Democrats are the same beast in different rhetoricGun control advocates have blood on their hands.America's greatest problem? Illegitimacy.The welfare state is our national narcotic.There is no glass ceiling.The media bias: it's real, it's widespread, it's destructive

    Yet companies continue to struggle with toxic cultures, and the low productivity and unhappiness that go with themWhy is “culture” so difficult to improve? What makes so many good employees check out? Neuroscientist Paul Zak shows that innate brain functions hold the answers. It all boils down to trust.When someone shows you trust, a feel-good jolt of oxytocin surges through your brain and triggers you to reciprocate. This simple mechanism creates a perpetual trust-building cycle—the key to changing stubborn workplace patterns.Drawing on his original research, Zak teases out science-backed insights for building high-trust organizations. Trust Factor opens a window on how brain chemicals affect behavior, why trust gets squashed, and ways to consciously stimulate it by celebrating effort, sharing information, promoting ownership, and more. The Ofactor™ survey, data, and examples support the action plansEngagement programs and monetary rewards are Band-Aids on broken bones. To get to the root of the problem, you’ve got to go deeper. Packed with examples from The Container Store, Zappos, and Herman Miller, Trust Factor harnesses our neurochemistry to effectively cultivate work places where trust, joy, and commitment compound naturally.

    If you have ever asked yourself why you do what you do, or wondered what your purpose is in leadership or in life, this book is for you. As the lives of a coach, a CEO, and a janitor intersect in this captivating parable you will journey deep into the heart of leadership where the answers to many of life's most important questions can be found.Whether you're leading in business, sports, or in your own family, this inspiring story will show you how to take the first - and most important - step in becoming the leader you were meant to be. Lead for God's Sake truly is much more than a simple statement. It's a calling!"Seldom have I found this kind of practical wisdom presented in such a delightful, engaging and compelling narrative. As a business leader, I found its "takeaways" right on targettouching life where the rubber meets the road. I wasn't able to put it down. It's that good!"John D. Beckett,

    The result is a very well written book that can truly heal."--Clarissa Pinkola Est�s, PH.D., author of Women Who Run With the Wolves and The Gift of Story Find professional and personal fulfilment through the poetry of both classic and modern masters--now revised and updatedHas your work lost its meaning? Have you forgotten the goals you hoped to achieve when you began your career? Are you afraid of pursuing your dreams? In The Heart Aroused, David Whyte brings his unique perspective as poet and consultant to the workplace, showing readers how fulfilling work can be when they face their fears and follow their dreams. Going beneath the surface concerns about products and profits, organization and order, Whyte addresses the needs of the heart and soul, and the fears and desires that many workers keep hidden.At a time when corporations are calling on employees for more creativity, dedication, and adaptability, and workers are trying desperately to balance home and work, this revised edition of The Heart Aroused is the essential guide to reinvigorating the soul.