Since the book was first published, Net Promoter has transformed companies, across industries and sectors, constituting a game-changing system and ethos that rivals Six Sigma in its power.In this thoroughly updated and expanded edition, Reichheld, with Bain colleague Rob Markey, explains how practitioners have built Net Promoter into a full-fledged management system that drives extraordinary financial and competitive results. With his trademark clarity, Reichheld:� Defines the fundamental concept of Net Promoter, explaining its connection to your company’s growth and sustained success� Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers� Shares new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their businessPractical and insightful, The Ultimate Question 2.0 provides a blueprint for long-term growth and success.

    Do you feel like you could be getting more out of your retrospectives and fuelling continuous improvement in your teams? You may already find retrospectives valuable, but suspect there are ways of making them better.This book condenses down eight years of experience working with the retrospective practice within the context of real agile teams. It offers you practice advice on how to make your retrospectives even more effective including topics such as: Best methods to prepare for a retrospective Picking just the right materials Facilitating retrospectives with ease Dealing with common retrospective smells Retrospectives in different contexts including distributed, large and small groups A checklist for preparation Ensuring retrospectives result in change

    Communications expert Carmine Gallo has studied and analyzed the very best of Jobs's performances, offering point-by-point examples, tried-and-true techniques, and proven presentation secrets in 18 "scenes," including:Develop a messianic sense of purposeReveal the Conquering heroChannel your inner ZenStage your presentation with propsMake it look effortlessWith this revolutionary approach, you'll be surprised at how easy it is to sell your ideas, share your enthusiasm, and wow your audience the Steve Jobs way."No other leader captures an audience like Steve Jobs does and, like no other book, The Presentation Secrets of Steve Jobs captures the formula Steve uses to enthrall audiences."--Rob Enderle, The Enderle Group"Now you can learn from the best there is--both Jobs and Gallo. No matter whether you are a novice presenter or a professional speaker like me, you will read and reread this book with the same enthusiasm that people bring to their iPods."--David Meerman Scott, bestselling author of The New Rules of Marketing & PR and World Wide Rave

    For centuries, we have learned what's not taught through our own experiences and the stories of others. Even today, only 3 per cent of leadership development occurs due to classroom training and coursework. In fact, for most managers, the penny drops only when we are at the end of our careers. R. Gopalakrishnan, author of the best-selling The Case of the Bonsai Manager, has many stories to tell. With forty-three years corporate experience across countries, each story recounted here has taught him a valuable lesson in some intuitive way. Each one is narrated here for you to allow you to reflect and learn for yourself how to improve and develop. Using the framework of the Tata Management Training Centre (TMTC) and the Center for Creative Leadership (CCL), Gopalakrishnan explores: The three worlds of the manager—the inner world, the world of relationships and the world of getting things done. *The importance of emotional quotient (EQ) to progress as well as intelligence to get ahead in your career. *The deadly personal qualities of bonsai-trapped leaders. *The deadly traps for organizations. When the Penny Drops: Learning What's Not Taught encourages you to reflect on yourself. It will help you learn by identifying the success mantras embedded in you and releasing the lessons that might be entrapped within yourself.

    Contrary to popular belief, the business world is not that complicated. While every industry and every profession requires specific expertise, the truth is that the "business of business" is relatively simple. For the past seven years, Geoffrey James has written a daily blog that's become one of the most popular business-focused destinations on the web. Tips from Business Without the Bullsh*t:Long work hours mean less work gets done.Multiple studies reveal that working 60 rather than 40 hours a week makes you slightly more productive but only for a little while. After about three weeks, people get burned out, get sick and go absent, and start making avoidable errors.What every boss wants from you.From your boss's perspective your real job is to make the boss successful. There are no exceptions to this rule.Why your resume is your enemy.Only write a resume after you're talking to people inside the hiring firm. Then, customize it to match what you've discovered that they really what.

    He shows how to manage your own psychology and your operations, be it working with co-founders, building a culture, or managing a board of directors. Brian also reveals the secrets of scaling a business and best practices for raising venture capital in Latin America. You will develop an understanding of the most critical parts of an investor term sheet, and gain perspective into the inner workings of the venture capital game.

    Three dots to represent Dallas, Houston, and San Antonio. Three arrows to show direct flights. Problem solved, and the picture made it easy to sell Southwest Airlines to investors and customers. Used properly, a simple drawing on a humble napkin is more powerful than Excel or PowerPoint. It can help crystallize ideas, think outside the box, and communicate in a way that people simply “get”. In this book Dan Roam argues that everyone is born with a talent for visual thinking, even those who swear they can’t draw. Drawing on twenty years of visual problem solving combined with the recent discoveries of vision science, this book shows anyone how to clarify a problem or sell an idea by visually breaking it down using a simple set of visual thinking tools – tools that take advantage of everyone’s innate ability to look, see, imagine, and show. THE BACK OF THE NAPKIN proves that thinking with pictures can help anyone discover and develop new ideas, solve problems in unexpected ways, and dramatically improve their ability to share their insights. This book will help readers literally see the world in a new way.

    Millions of people deal with these same frustrations in today's world of endless distraction.Let's face it: We all live on the edge of being overwhelmed, and old ways of paying attention just don't work anymore. When you get more than three thousand advertising messages and hundreds of emails every day, it's no wonder you feel like you're constantly fighting distraction. What is the secret -- known to a select group of high achievers, including Olympic athletes -- to finding your focus zone? The key is managing adrenaline. Too much and you're overstimulated; too little and you're not stimulated enough. Now you, too, can learn the same methods that high performers use.In "Find Your Focus Zone, " psychologist Lucy Jo Palladino, PhD, gives you eight sets of keys to unlock your best attention so that you can concentrate in every situation -- even when you're under pressure or facing dull tasks that must be done. You'll choose which key solutions and strategies work best for you and use them to create your own personal keychain for daily achievement and success. The skills you learn in "Find Your Focus Zone" will help you toBeat procrastination and face boring jobsOvercome obstacles and finish what you startPrevent yourself from getting overwhelmed and burned outBuild balance and trust in your work and family relationshipsEnhance your self-confidenceUse interruptions to your advantageTune out distractions to increase your efficiency and effectivenessDr. Palladino is the first to explain the science of attention in plain language. As she teaches you cutting-edge concepts and methods to win the fight against distraction and overload, she highlights them with engaging stories, easy exercises, and useful tips.With the individualized program that Dr. Palladino prescribes for your particular needs, you'll learn not only how to find your focus zone, but also how to boost your personal productivity by applying these attention skills, self-encouragement practices, and strengths. And by learning to flex your attentionmuscle, you'll avoid the dangers of distraction and boredom, like missing deadlines, disappointing your family, and feeling scattered and ineffective.A book for anyone who struggles to cut through the noise of everyday life, "Find Your Focus Zone" gives you the tools you need to succeed in today's digital world of distraction. Warm, practical, and user-friendly, with innovative techniques and a powerful message, it's just what the doctor ordered.

    Not anymore. In a world that’s changing faster than ever, successful leaders realize that a genuine willingness to change their own minds is the ultimate competitive advantage.Drawing on evidence from social science, history, politics, and more, business consultant Al Pittampalli reveals why confidence, consistency, and conviction, are increasingly becoming liabilities—while humility, inconsistency, and radical open-mindedness are powerful leadership assets.In Persuadable, you’ll learn how Ray Dalio became the most successful hedge fund manager in the world by strategically curbing confidence. How Alan Mullaly saved Ford Motor Company, not by staying the course, but by continually changing course. How one Nobel Prize-winning scientist discovered the cause of ulcers by bravely doubting his own entrenched beliefs. You’ll learn how Billy Graham’s change of heart helped propel the civil rights movement, and how a young NFL linebacker’s radical new position may prove to alter the world of professional football as we know it.Pittampalli doesn’t just explain why you should be persuadable. Distilling cutting edge research from cognitive and social psychology, he shows you precisely how. Rife with actionable advice, Persuadable is an invaluable guide for today’s data-driven, results-oriented leader.

    Your customers don't want to walk away. They want to buy from you. So how does the brain make decisions? And what causes it to get confused? The Brain Audit shows you how the customer takes decisions. And what you need to put in place, so that the customer feels happy to buy products or services from you. The Brain Audit isn't about persuasion or any mind tricks. Instead it shows you the information that your customers need in order to make a decision. It shows you how to present that information, and thereby enable the customer to intelligently go through a purchase sequence. The Brain Audit is designed to do the following: brain_audit_benefits 1) Enable you to spot every one of the 'seven bags' that are required to make a decision 2) Present those bags to the customer in the right sequence. 3) Enable you to get the customer to buy without needing to use pressure tactics.

    What hasn't changed, however, are the basics behind creating a powerful visual - what to say, why to say it, and how to say it for the most impact. In Say It With Charts, Fourth Edition --the latest, cutting-edge edition of his best-selling presentation guide -- Gene Zelazny reveals time-tested tips for preparing effective presentations. Then, this presentation guru shows you how to combine those tips with today's hottest technologies for sharper, stronger visuals. Look to this comprehensive presentation encyclopedia for information on:* How to prepare different types of charts -- pie, bar, column, line, or dot -- and when to use each * Lettering size, color choice, appropriate chart types, and more * Techniques for producing dramatic eVisuals using animation, scanned images, sound, video, and links to pertinent websites

    A New York Times bestseller for eleven months.

    In Enterprise Architecture as Strategy: Creating a Foundation for Business Execution, authors Jeanne W. Ross, Peter Weill, and David C. Robertson show you how.The key? Make tough decisions about which processes you must execute well, then implement the IT systems needed to digitize those processes. Citing numerous companies worldwide, the authors show how constructing the right enterprise architecture enhances profitability and time to market, improves strategy execution, and even lowers IT costs. Though clear, engaging explanation, they demonstrate how to define your operating model—your vision of how your firm will survive and grow—and implement it through your enterprise architecture. Their counterintuitive but vital message: when it comes to executing your strategy, your enterprise architecture may matter far more than your strategy itself.

    Through four years of groundbreaking research, Dr. Nicole Forsgren, Jez Humble, and Gene Kim set out to find a way to measure software delivery performance—and what drives it—using rigorous statistical methods. This book presents both the findings and the science behind that research. Readers will discover how to measure the performance of their teams, and what capabilities they should invest in to drive higher performance.

    This is the concept of 'obliquity': paradoxical as it sounds, many goals are more likely to be achieved when pursued indirectly. Whether overcoming geographical obstacles, winning decisive battles or meeting sales targets, history shows that oblique approaches are the most successful, especially in difficult terrain.Pre-eminent economist John Kay applies his provocative, universal theory to everything from international business to town planning and from football to managing forest fires. He shows why the most profitable companies are not always the most profit-oriented; why the richest men and women are not the most materialistic; and why the happiest people are not necessarily those who focus on happiness.