And it will take years off your learning curve. Written by Jeanne Bliss, worldwide authority on customer experience, and preeminent thought leader on the role of the Customer Leadership Executive (such as Chief Customer Officer, Vice President of Customer Experience, etc.) this book follows the five-competency model she uses to coach the C-Suite and Chief Customer Officers.  1. Manage and Honor Customers as Assets 2. Align Around Experience 3. Build a Customer Listening Path 4. Proactive Experience Reliability and Innovation 5. One Company Accountability, Leadership & Decision Making Chief Customer Officer 2.0 will get you into action quickly with a united leadership team, and will shift your business intent to earning the right to growth by improving customers’ lives. Jeanne Bliss fearlessly shares her tools and leadership ‘recipe cards’ for leading and enabling your business transformation. And she provides practical guidance on how embed the five competencies into how your company develops products, goes to market, enables and rewards people, and conducts annual planning. Including over forty accounts of actions by Customer Leadership Executives around the world, this is the book you have been waiting for that tells it like it is and gives you the framework to build your customer-driven growth engine. Jeanne Bliss pioneered the Customer Leadership Executive position, holding the role for twenty years at Lands’ End, Allstate, Coldwell Banker, Mazda and Microsoft Corporations. Since 2002 she has led CustomerBliss, a preeminent customer experience transformation company where she helps companies achieve customer-driven growth. She is a worldwide keynote speaker, and sought frequently by major media for her point of view.  Jeanne is the co-founder of the Customer Experience Professionals Association, established to advance the worldwide discipline of customer experience and customer experience practitioners.  She is also the best-selling author of Chief Customer Officer: Getting Past Lip Service to Passionate Action (2006), and I Love You More than My Dog: Five Decisions to Drive Extreme Customer Loyalty in Good Times and Bad (2011).

    The secret for creating magic in our careers, our organizations, and our lives is simple: outstanding leadership--the kind that inspires employees, delights customers, and achieves extraordinary business results. No one knows more about this kind of leadership than Lee Cockerell, the man who ran Walt Disney World(R) Resort operations for over a decade. And in Creating Magic, he shares the leadership principles that not only guided his own journey from a poor farm boy in Oklahoma to the head of operations for a multibillion dollar enterprise, but that also soon came to form the cultural bedrock of the world's number one vacation destination. But as Lee demonstrates, great leadership isn't about mastering impossibly complex management theories. We can all become outstanding leaders by following the ten practical, common sense strategies outlined in this remarkable book. As straightforward as they are profound, these leadership lessons include: Everyone is important.Make your people your brand. Burn the free fuel: appreciation, recognition, and encouragement. Give people a purpose, not just a job. Combining surprising business wisdom with insightful and entertaining stories from Lee's four decades on the front lines of some of the world's best-run companies, Creating Magic shows all of us - from small business owners to managers at every level - how to become better leaders by infusing quality, character, courage, enthusiasm, and integrity into our workplace and into our lives.

    Sears distils over 20 years’ experience as a management consultant and coach into six simple conversational structures that cover every management situation. A natural storyteller with a great narrative gift, Sears delivers his message in an entirely unique manner – as a work of business fiction. In this compelling and highly instructive tale you can follow the journey of newly promoted Operations Manager Sam Mitchell as he faces the everyday pressures and challenges of managing a team, and then relate his experiences to real life scenarios in your workplace. Conversation #1 – What can you do about that? Conversation #2 – Who should really own this? Conversation #3 – How should we be behaving? Conversation #4 – Who’s really doing this? Conversation #5 – Where are we heading? Conversation #6 – How are we doing?   This highly practical guide concludes with a simple how-to chapter, explaining why and how each conversation works, and when to use them, as well as providing accompanying tips and techniques. The Six Conversations of a Brilliant Manager is an instantly-applicable and hugely powerful toolkit for every manager and HR department looking to get the very best out of their people.

    The book contains a series of short chapters filled with examples, data, and insights that challenge questionable assumptions and much conventional management wisdom. Each chapter also provides guidelines about how to think more deeply and intelligently about critical management issues. Covering topics ranging from managing people to leadership to measurement and strategy, it’s good organizational advice, delivered by Dr. Pfeffer himself.

    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.

    Wattles spent a lifetime considering the laws of success as he found them in the work of the world’s great philosophers. He then turned his life effort into this simple, slender book – a volume that he vowed could replace libraries of philosophy, spirituality, and self-help for the purpose of attaining one definite goal: a life of prosperity. Wattles describes a definite science of wealth attraction, built on the foundation of one commanding idea: “There is a thinking stuff from which all things are made…A thought, in this substance, produces the thing that is imaged by the thought.” In his seventeen short, straight-to-the-point chapters, Wattles shows how to use this idea, how to overcome barriers to its application, and how work with very direct methods that awaken it in your life. He further explains how creation and not competition is the hidden key to wealth attraction, and how your power to get rich uplifts everyone around you. The Science of Getting Rich concludes with Wattle’s rare essay “How to Get Want You Want” – a brilliant refresher of his laws of wealth creation.

    In his wonderful new book, Warren distills a lifetime of sales training into sixteen actionable tools, which, if you use them, will guarantee that you too reach your goals. -Mark Terry, President, Harman Pro Group A great read! Warren says it all in a way that's not only easy to understand, but even easier to implement. No need to ever read another book on this subject. -John Gamauf, President Consumer Replacement Tire Sales Bridgestone Firestone North American Tire, LLC Put this book on your must-read list if you want to learn successful strategies for taking your distribution team to the next level. Through motivation and education, Warren Greshes has captivated our very best top managers and producers. He pushes them to succeed and to keep their goals out in front of them, all the while maintaining a clear message, infused with his sense of humor. Warren has helped pave our way to success. -Bernadette Mitchell, Vice President Retirement Benefits Group, AXA Equitable Warren is truly an expert in the field of sales! His grassroots ideas are practical, designed for immediate implementation, and are sure to lead to top-notch results. This book is a must-read for those new to sales and those veteran salespeople who want to take their skills to the next level. -Raj Madan, corporate marketing executive, financial services industry

    He received his Ph.D. at the Wharton School, University of Pennsylvania. Kyungmook Lee is Professor of Organizational Behavior and Human Resource Management at Seoul National University Business School where he currently serves as Senior Associate Dean for academic affairs. He received his Ph.D. at the Wharton School, University of Pennsylvania.

    It is more than a book about brands, and contains many sound lessons for strategy and the role of leaders.­­Michael E. Porter, Harvard Business SchoolPractical, psychologically astute, and clearly written, this book has much to offer business folk of all stripes.­­Publishers Weekly

    Army leaders must be able to act decisively and effectively in challenging situations. But the Army, despite its organizational structure, does not train leaders in a hierarchical manner. Dispersed leadership is the key to the success of the Army leadership model.Now, for the first time, you can have access to the Army's successful leadership philosophy and the principles that are outlined in "Be Know Do" the official Army Leadership Manual. "Be Know Do" makes this critical information available to civilian leaders in all sectors--business, government, and nonprofit--and gives them the guidelines they need to create an organization where leadership thrives.

    Now Jason Jennings, a bestselling author and international business consultant, offers a groundbreaking look at how to boost productivity and your bottom line.In Less Is More, Jennings shares tested and successful programs from the leading giants in industry and presents new trends that businesses of all sizes will be able to implement. Inside, you'll learn how to:increase sales 300 percent without increasing head countbecome 10 times more efficientkeep track of every pennyuse technology and automation in your favorWritten in the same breezy, informative style of Jennings's previous book, Less Is More is sure to join its predecessor on bestseller lists nationwide.

    Boost your energy2. Guard your time3. Sharpen your focus4. Flex your 'no' muscle

    Every company lives on it; no manager can control it. Everyone must learn to deal with it.Now, Geoffrey Moore, author of Crossing the Chasm and Inside the Tornado, two bestselling works that helped guide the high-tech revolution, explores the new management paradigms that will guide businesses in the twenty-first century, showing them how to survive and thrive on the fault line.In this long-awaited new book, Moore turns his attention to the most important question for businesses: How can companies that rose to prominence prior to the age of the Internet manage for shareholder value now that the Internet is upon us?The old management truths are dead. Business models that worked admirably until the last decade of the twentieth century must be replaced. The dotcoms are invading every sector of commerce, overturning established relationships, reengineering markets, attacking long-established price points, and disintermediating longstanding institutions.What should management do when it is under direct assault from companies no one ever heard of even a few years ago?In a book that will reset the management agenda in the age of the Internet, Moore shows why sensitivity to stock price is the single most important lever for managing in the future, both as a leading indicator of shifts in competitive advantage and as an employee motivator for making necessary changes in organizations heretofore impervious to change. He prescribes a new agenda for management teams that includesNew strategies for achieving and sustaining competitive advantageNew metrics to keep management teams on course with these strategiesA specific blueprint for how the blue-chip companies can meet the challenge of the dotcomsModels of organizational change for each stage of market developmentThe crucial role of declaring a culture inenabling swift response to global changeToday practically every company, whether inside the high-tech sector or not, is living on the fault line. By synthesizing his groundbreaking earlier work on the dynamics of technology-based markets with a new focus on managing publicly held corporations for shareholder value, Geoffrey Moore provides a highly prescriptive guide for any company struggling to manage the disruptive forces of the new economy.In Crossing the Chasm and Inside the Tornado, Moore created a new language for navigating the technology adoption life cycle. In Living on the Fault Line, he once again offers a brilliant set of navigational tools to help meet today's defining management challenge-managing for shareholder value in the age of the Internet.

    That simple, profound story has inspired hundreds of thousands of readers around the world-but some have wondered how its lessons stand up to the tough challenges of everyday real-world business. Now Burg and Mann answer that question in Go-Givers Sell More, a practical guide that makes giving the cornerstone of a powerful and effective approach to selling. Most of us think of sales as convincing potential customers to do something they don't really want to. This mentality sets up an adversarial relationship and makes the sales process much harder than it has to be. As Burg and Mann demonstrate, it's far more productive (and satisfying) when salespeople think like Go-Givers. Cultivate a trusting relationship and focus exclusively on creating value for the other person, say the authors, and great results will follow automatically. Drawing on a wide range of examples of real-life salespeople who have prospered by giving more, Burg and Mann offer tips and strategies that anyone in sales can start applying right away.

    Here for the first time, owner John Yokoyama explains in his own words just how he transformed his business into a workplace that is renowned worldwide. When Fish Fly offers Yokoyama's cohesive strategy for achieving world famous results for owners, managers, and front-line workers alike. Once you understand the generative principles behind the World Famous Pike Place Fish Market you, too, can develop a culture that leads to excellent employee morale and legendary customer service.