Lee Cockerell knows that success in business – any business - depends upon winning and keeping customers.In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the Rules for serving customers so well they'll never want to do business with anyone but you. For example:Rule #1: Customer Service Is Not a DepartmentRule #3: Great Service Follows the Laws of Gravity Rule #5: Ask Yourself "What Would Mom Do?"Rule #19: Be a Copycat Rule #25. Treat Every Customer like a RegularRule #39: Don’t Try Too HardAs simple as they are profound, these principles have been shown to work in companies as large as Disney and as small as a local coffee shop; from businesses selling cutting-edge technologies like computer tablets to those selling products as timeless as shoes and handbags; at corporations as long-standing as Ford Motors and those as nascent as a brand new start-up.  And they have been proven indispensible at all levels of a company, from managers responsible for hiring and training employees, setting policies and procedures, and shaping the company culture to front line staff who deal directly with clients and customersChock-full of universal advice, applicable online and off, The Customer Rules is the essential handbook for service excellence everywhere.

    A starter kit to becoming a millionaire - isn't it time you became wealthy? This explosive and controversial openly challenges the most basic and fundamental tenets of personal investing.

    In both worlds, real risk means real money is made or lost in a heart beat, and neither camp is always rational with the risk it takes. As a result, business and financial professionals who want to use poker insights to improve their job performance will find this entertaining book a "must read." So will poker players searching for an edge in applying the insights of risk-takers on Wall Street.

    When you create a connection, it's an indicator that that prospect, or that customer, or that individual wants to continue the online relationship, which may lead to real business. Graduate from social media to business social media by creating value that others will perceive as important to fulfilling their needs. As you go through each aspect of this foundation-building, platform-building book, you will learn about the business social media tactics that author Jeffrey Gitomer and other experts are using right now. None of the ideas are random. All of them are fully tested and can be implemented by you, too. None of the ideas contain solicitation (buy my product, make a lot of money). All of them get you and your brand out there in a systematic way that will bring in dollars. Best of all, the strategies are presented in a way that will allow you to put them into practice immediately.

    The Difference Map is now an essential component for anyone who is serious about doing work that matters, and Bernadette Jiwa is the bright new star to lead us there." —SETH GODIN MARKETING IS NOT A DEPARTMENT IT'S THE STORY OF HOW YOU CREATE DIFFERENCE FOR YOUR CUSTOMERS. We spent $500 billion globally on advertising in 2013. Every year we're spending more money, to interrupt more people, more often, with messages they don't care about and don't pay attention to. We've come to believe that the way to succeed is to have an advantage—by being different or better, more visible, or just plain louder. What if, instead of finding ways to be one step ahead of your competition, you could build and market your business to give people a reason to choose you? What if you could completely reinvent a category or experience? What if you could stop trying to beat the competition, and become the competition? Difference lifts the lid on how brands like Airbnb, Uber and Apple have succeeded by creating difference and gives you a new one-page method for reimagining your business and reinventing your marketing. It helps you to recognise opportunities that create value, to develop products and services that people want, and to matter to your customers. ADVANCE PRAISE FOR 'DIFFERENCE' An inspiring read and a truly powerful tool. Bernadette is a rare find - she doesn't just know what she's talking about, she's not afraid to stand for why it matters. What better way to describe the challenge we all face in trying to make real connections in today's world?" —JONATHAN RAYMOND EMYTH, CHIEF BRAND OFFICER "Have you wondered about that 'certain something' that makes an extraordinary business? Bernadette's stylish little book is that 'certain something' explained." —MARK SCHAEFER AUTHOR OF RETURN ON INFLUENCE Bernadette Jiwa is a hidden gem—'Difference' is a modern day anthology of how to distinguish and celebrate your uniqueness in the marketplace. Her imaginative one-page thinking tool will not only ignite your creativity; more importantly, it will uncover the soul of your business. —MOE ABDOU CEO, 33 VOICES Bernadette is the Banksy of the marketing world. —MERRYN PADGETT FOUNDER, EARTH & SEA CREATIVE

    You may still be drawing a paycheck, but the job you were hired to do no longer exists. Your company has changed, the technology has changed, the economy has changed, and the ways you can add value have changed. Have you adapted to these changes? Or are you at risk? Architect your career Economic downturn. Job cuts. Outsourcing. The ever-changing tech landscape. The threats abound. Chad Fowler is here to offer 52 ways to keep your job, despite the vagaries of the market.It's all about making the right choices. Choosing which technologies to focus on and which business domains to master have at least as much impact on your success as your technical knowledge--don't let those choices be accidental. Chad shows you all aspects of the decision-making process so you can ensure that you're investing your time and energy in the right areas.It's all about skills. You'll develop a structured plan for keeping your skills up-to-date so that you can compete with both the growing stable of developers in so-called low-cost countries as well as your higher-priced local peers. You'll learn how to shift your skillset up the value chain, from an offshore-ready commodity to one in high demand.It's all about marketing. As with any product or service, if nobody knows what you're selling, nobody will buy. Chad shows you how to create a plan for marketing yourself both inside your company and to the industry in general.Like it or not, the IT career landscape has changed. This handbook will teach you what you need to do to avoid being left behind. About the author Chad Fowler has been a software developer and manager for some of the world's largest corporations. He recently lived and worked in India, setting up and leading an offshore software development center for a large multinational company.

    Its recession-proof economy is the envy of the world. It's the planet's great lifestyle superpower. Its artistic exports win unprecedented acclaim. But never before has its politics been so brutal, narrow and facile, as well as being such a global laughing stock. A positive national story is at odds with a deeply unattractive Canberra story.The country should be enjoying The Australian Moment, so vividly described by the best-selling author George Megalogenis. But that description may turn out to be inadvertently precise. It could end up being just that: a fleeting moment.At present the country seems to be in speedy regression, with the nation's leaders, on both sides, mired in relatively small problems, such as the arrival of boat people, rather than mapping out a larger and more inspiring national future.In The Rise and Fall of Australia, BBC correspondent and author Nick Bryant offers an outsider's take on the great paradox of modern-day Australian life: of how the country has got richer at a time when its politics have become more impoverished. In this thoroughly entertaining and thought-provoking book, dealing with politics, racism, sexism, the country's place in the region and the world, culture and sport, the author argues that Australia needs to discard the out-dated language used to describe itself, to push back against Lucky Country thinking, to celebrate how the cultural creep has replaced the cultural cringe and to stop negatively typecasting itself. Rejecting most of the national stereotypes, Nick Bryant sets out to describe the new Australia rather than the mythic country so often misunderstood not just by foreigners but Australians themselves.

    This quick start guide gets business professionals up and running on Pinterest then shows how to leverage the power of Pinterest to reach more customers and make more sales.

    Port's Book Yourself Solid was a huge hit among professional service providers and small business owners who learned to master the art of attracting clients and keeping them happy. In this book, he helps your business keep growing by taking the next step, beyond booked solid. That means maximizing your business while working less and earning more. This is the ultimate guide for your growing business.

    And while they lead very intensely rewarding lives, time is always short and relationships are often long-distant and stressed because of extended periods apart. Coping with these, and other obstacles, are critical if an entrepreneur and their partner intend on staying together--and staying happy.In Startup Life, Brad Feld--a Boulder, Colorado-based entrepreneur turned-venture capitalist--shares his own personal experiences with his wife Amy, offering a series of rich insights into successfully leading a balanced life as a human being who wants to play as hard as he works and who wants to be as fulfilled in life and in work. With this book, Feld distills his twenty years of experience in this field to addresses how the village of startup people can put aside their workaholic ways and lead rewarding lives in all respects.Includes real-life examples of entrepreneurial couples who have had successful relationships and what works for them Provides practical advice for adapting to change and overcoming the inevitable ups and downs associated with the entrepreneurial lifestyle Written by Brad Feld, a thought-leader in this field who has been an early-stage investor and successful entrepreneur for more than twenty years While there's no secret formula to relationship success in the world of the entrepreneur, there are ways to making navigation of this territory easier. Startup Life is a well-rounded guide that has the insights and advice you need to succeed in both your personal and business life.

    The 11th edition of this text continues to build on four major marketing themes: building and managing profitable customer relationships, building and managing strong brands to create brand equity, harnessing new marketing technologies in the digital age, and marketing in a socially responsible way around the globe.

    Learn:How to create the perfect selling climateSpecific questions and tie-downsReferral and non referral prospectingHow to "sell" the most important people you knowEffective phone techniquesHow to finesse the first meetingHow to handle objections and what to do when you hear the word "no"How to test different closes and master sixteen powerful closesHow to plan for greatest selling impactAnd he shows you how his great selling techniques can be yours!

    Understand them, and you can create extraordinary growth. Ignore them, and you run the risk of becoming another statistic. It's become almost cliche 8 out of every 10 new ventures fail. Of the ones that succeed, how many truly thrive-for the long run? And of those that thrive, how many continually overcome their growth hurdles ... and ultimately scale, with meaning, purpose, and profitability? The answer, sadly, is not many. Author Lex Sisney is on a mission to change that picture. After more than a decade spent leading and coaching high-growth technology companies, Lex discovered that the companies that thrive do so in accordance with 6 Laws - universal principles that govern the success or failure of every individual, team, and organization.

    In this book she offers you the same direct, no-BS coaching she’s given to tens of thousands to help you acquire the skills to build this sucker and teach your team to do the same. And, equally important, she’ll work on your mindset so you stop overcomplicating it all and stop letting the negative voices in your head win.You’re going to learn:• The Posture to confidently connect with anyone about your businessand your products.• The Possibilities for a lucrative, efficient and enormously rewarding turn key business.• The Power that’s already within you to build the life you really want…if you dare.

     Today, encyclopedias, jetliners, operating systems, mutual funds, and many other items are being created by teams numbering in the thousands or even millions. While some leaders fear the heaving growth of these massive online communities, Wikinomics proves this fear is folly. Smart firms can harness collective capability and genius to spur innovation, growth, and success. A brilliant guide to one of the most profound changes of our time, Wikinomics challenges our most deeply-rooted assumptions about business and will prove indispensable to anyone who wants to understand competitiveness in the twenty-first century. Based on a $9 million research project led by bestselling author Don Tapscott, Wikinomics shows how masses of people can participate in the economy like never before. They are creating TV news stories, sequencing the human genome, remixing their favorite music, designing software, finding a cure for disease, editing school texts, inventing new cosmetics, or even building motorcycles. You'll read about: • Rob McEwen, the Goldcorp, Inc. CEO who used open source tactics and an online competition to save his company and breathe new life into an old-fashioned industry. • Flickr, Second Life, YouTube, and other thriving online communities that transcend social networking to pioneer a new form of collaborative production. • Mature companies like Procter & Gamble that cultivate nimble, trust-based relationships with external collaborators to form vibrant business ecosystems. An important look into the future, Wikinomics will be your road map for doing business in the twenty-first century.