Indispensable shows businesses how to break out of that cycle by using The Five Drivers-a strategy that takes companies to the next level of performance. Renowned business consultant Joe Calloway looks at how real companies have made their product or service mission critical, and satisfied customers in the process. Indispensable goes straight to the heart of the issue and reveals how successful companies-of any size, in virtually any manufacturing, selling, or service endeavor-achieve market leadership through The Five Drivers of fierce customer loyalty. Indispensable shows readers how to: * Create and sustain momentum: overcome organizational inertia and keep moving forward * Develop habitual dependability: make consistency of performance a defining characteristic * Connect continuously * See the Big Picture Outcome: create compelling customer experiences * Engage, Enchant, Enthrall: make magic in the marketplace With interviews, detailed case studies, and dozens of real-world, effective customer service ideas and initiatives, Indispensable is just what today's forward-thinking businesses need.

    It revitalizes organizations and invigorates the people in them, creating energy, a sense of purpose, and the glow of being on a winning team. Like the alchemy of old, it seeks to transform the everyday into the exalted by means that seem little short of magical. Yet growth is often elusive, achieved at unacceptable costs, or managed in fits and starts. Based on over three years of research and application at high-performing companies around the world, The Alchemy of Growth is a comprehensive, practical approach to initiating, achieving, and sustaining profitable growth -- today and tomorrow. As the book shows, the secret is to manage business opportunities across three time horizons at once: extending and defending core businesses, building new businesses, and seeding options for the future. The Alchemy of Growth offers managers at all levels the tools and concepts for investing in the right initiatives, capabilities, and talent to propel their companies into the future.

    But all too often when we interact with people—especially those who report to us—we simply tell them what we think they need to know. This shuts them down. To generate bold new ideas, to avoid disastrous mistakes, to develop agility and flexibility, we need to practice Humble Inquiry.Ed Schein defines Humble Inquiry as “the fine art of drawing someone out, of asking questions to which you do not know the answer, of building a relationship based on curiosity and interest in the other person.” In this seminal work, Schein contrasts Humble Inquiry with other kinds of inquiry, shows the benefits Humble Inquiry provides in many different settings, and offers advice on overcoming the cultural, organizational, and psychological barriers that keep us from practicing it.

    Web analytics expert Avinash Kaushik, in his thought-provoking style, debunks leading myths and leads you on a path to gaining actionable insights from your analytics efforts. Discover how to move beyond clickstream analysis, why qualitative data should be your focus, and more insights and techniques that will help you develop a customer-centric mindset without sacrificing your company's bottom line. Note: CD-ROM/DVD and other supplementary materials are not included as part of eBook file.

    And his advice starts with one simple concept: focus! Instead of trying to master four thousand strategies to improve your business, zero in on the few essential skill areas that make the big difference. Too many managers jump at every new trend, but don’t stick with any of them. Instead, says Holmes, focus on twelve critical areas of improvement—one at a time—and practice them over and over with pigheaded discipline. The Ultimate Sales Machine shows you how to tune up and soup up virtually every part of your business by spending just an hour per week on each impact area you want to improve. Like a tennis player who hits nothing but backhands for a few hours a week to perfect his game, you can systematically improve each key area. Holmes offers proven strategies for: • Management: Teach your people how to work smarter, not harder • Marketing: Get more bang from your Web site, advertising, trade shows, and public relations • Sales: Perfect every sales interaction by working on sales, not just in sales The Ultimate Sales Machine will put you and your company on a path to success and help you stay there!

    It's not about carbon—it's about capitalism. The good news is that we can seize this crisis to transform our failed economic system and build something radically better. In her most provocative book yet, Naomi Klein, author of the global bestsellers Shock Doctrine and No Logo, exposes the myths that are clouding climate debate. You have been told the market will save us, when in fact the addiction to profit and growth is digging us in deeper every day. You have been told it's impossible to get off fossil fuels when in fact we know exactly how to do it—it just requires breaking every rule in the 'free-market' playbook. You have also been told that humanity is too greedy and selfish to rise to this challenge. In fact, all around the world, the fight back is already succeeding in ways both surprising and inspiring. It's about changing the world, before the world changes so drastically that no one is safe. Either we leap—or we sink. This Changes Everything is a book that will redefine our era.

    In Earth Democracy, Shiva updates the struggles she helped bring to international attention—against genetic food engineering, culture theft, and natural resource privatization-—uncovering their links to the rising tide of fundamentalism, violence against women, and planetary death. Starting in the 16th century with the initial enclosure of the British commons, Shiva reveals how the commons continue to shrink as more and more natural resources are patented and privatized.  As our ecological sustainability and cultural diversity erode, so too is human life rendered disposable. Through the forces of neoliberal globalization, economic and social exclusion ignite violence across lines of difference, threatening the lives of millions. Yet these brutal extinctions are not the only trend shaping human history. Struggles on the streets of Seattle and Cancun and in homes and farms across the world have yielded a set of principles based on inclusion, nonviolence, reclaiming the commons, and freely sharing the earth’s resources. These ideals, which Shiva calls Earth Democracy, serves as an urgent call to peace and as the basis for a just and sustainable future.

    But are those jeans themselves good? Have you ever looked into where they came from and who made them? In Clothing Poverty, Andrew Brooks takes readers on a global journey. Following a pair of jeans from fabric to fashion show, Brooks reveals the worldwide commodity chains and hidden trade networks that transect the globe and perpetuate poverty. Stitching together rich narratives, from markets in Mozambique, Nigerian smugglers, Bolivian traders, Chinese factories to London vintage clothing scene, and growing ethical fashion lines like Vivienne Westwood’s, Brooks draws connections and shines light in the world’s dark corners—and forces us to think anew about fashion, ethics, and our role in global production and exploitation.

    Using illustrative examples, case studies, and exercises, the author, one of the most important and well known in his field, offers his legendary warmth and insight throughout this much-awaited second edition. Anyone who must communicate in a professional context--and who doesn't?--will use the lessons taught in this book for years to come! "Who would have thought the 'consultant's bible' could be improved upon? Count on Peter Block--the consulting profession's very own revolutionary--to push us to confront and struggle with the paradoxes inherent in our work." --Candace Thompson, organization development consultant, First Chicago NBD--A Bank One Company "Block has distilled years of experience into a wise, down-to-earth, and eminently practical guide to excellence in consulting. If you are new to the practice, Flawless Consulting will chop years off your learning cycle. And even if you're an old pro, Block's insights will elevate you to new levels of effectiveness. Flawless Consulting is not simply about becoming a better consultant; it is about using consulting as a path toward becoming a better person." --Barry Oshry, president, Power & Systems, Inc.; author of Seeing Systems and Leading Systems

    What if they'd already been solved and you didn't even know it? In The Power of Positive Deviance, the authors present a counterintuitive new approach to problem-solving. Their advice? Leverage positive deviants--the few individuals in a group who find unique ways to look at, and overcome, seemingly insoluble difficulties. By seeing solutions where others don't, positive deviants spread and sustain needed change.With vivid, firsthand stories of how positive deviance has alleviated some of the world's toughest problems (malnutrition in Vietnam, staph infections in hospitals), the authors illuminate its core practices, including:· Mobilizing communities to discover "invisible" solutions in their midst· Using innovative designs to "act" your way into a new way of thinking instead of thinking your way into a new way of acting· Confounding the organizational "immune response" seeking to sustain the status quoInspiring and insightful, The Power of Positive Deviance unveils a potent new way to tackle the thorniest challenges in your own company and community.

    At many companies, being first with a concept and first to market are critical just to survive. In The Art of Innovation, Tom Kelley, general manager of the Silicon Valley based design firm IDEO, takes readers behind the scenes of this wildly imaginative and energized company to reveal the strategies and secrets it uses to turn out hit after hit.IDEO doesn't buy into the myth of the lone genius working away in isolation, waiting for great ideas to strike. Kelley believes everyone can be creative, and the goal at his firm is to tap into that wellspring of creativity in order to make innovation a way of life. How does it do that? IDEO fosters an atmosphere conducive to freely expressing ideas, breaking the rules, and freeing people to design their own work environments. IDEO's focus on teamwork generates countless breakthroughs, fueled by the constant give-and-take among people ready to share ideas and reap the benefits of the group process. IDEO has created an intense, quick-turnaround, brainstorm-and-build process dubbed "the Deep Dive."In entertaining anecdotes, Kelley illustrates some of his firm's own successes (and joyful failures), as well as pioneering efforts at other leading companies. The book reveals how teams research and immerse themselves in every possible aspect of a new product or service, examining it from the perspective of clients, consumers, and other critical audiences.Kelley takes the reader through the IDEO problem-solving method:> Carefully observing the behavior or "anthropology" of the people who will be using a product or service> Brainstorming with high-energy sessions focused on tangible results> Quickly prototyping ideas and designs at every step of the way> Cross-pollinating to find solutions from other fields> Taking risks, and failing your way to success> Building a "Greenhouse" for innovationIDEO has won more awards in the last ten years than any other firm of its kind, and a full half-hour Nightline presentation of its creative process received one of the show's highest ratings. The Art of Innovation will provide business leaders with the insights and tools they need to make their companies the leading-edge, top-rated stars of their industries.From the Hardcover edition.

    How we address it in the next thirty years will determine the kind of world we will live in and will bequeath to our children and to theirs.In The Future We Choose, Christiana Figueres and Tom Rivett-Carnac--who led negotiations for the United Nations during the historic Paris Agreement of 2015--have written a cautionary but optimistic book about the world's changing climate and the fate of humanity.The authors outline two possible scenarios for our planet. In one, they describe what life on Earth will be like by 2050 if we fail to meet the Paris climate targets. In the other, they lay out what it will be like to live in a carbon neutral, regenerative world. They argue for confronting the climate crisis head-on, with determination and optimism. The Future We Choose presents our options and tells us what governments, corporations, and each of us can and must do to fend off disaster.

    Others might point to the qualities of today’s so-called celebrity CEOs—charisma, virtuoso communication skills, and a confident management style. But what really matters when you run an organization? What is the hallmark of exceptional CEO performance? Quite simply, it is the returns for the shareholders of that company over the long term.In this refreshing, counterintuitive book, author Will Thorndike brings to bear the analytical wisdom of a successful career in investing, closely evaluating the performance of companies and their leaders. You will meet eight individualistic CEOs whose firms’ average returns outperformed the S&P 500 by a factor of twenty—in other words, an investment of $10,000 with each of these CEOs, on average, would have been worth over $1.5 million twenty-five years later. You may not know all their names, but you will recognize their companies: General Cinema, Ralston Purina, The Washington Post Company, Berkshire Hathaway, General Dynamics, Capital Cities Broadcasting, TCI, and Teledyne. In The Outsiders, you’ll learn the traits and methods—striking for their consistency and relentless rationality—that helped these unique leaders achieve such exceptional performance.Humble, unassuming, and often frugal, these "outsiders” shunned Wall Street and the press, and shied away from the hottest new management trends. Instead, they shared specific traits that put them and the companies they led on winning trajectories: a laser-sharp focus on per share value as opposed to earnings or sales growth; an exceptional talent for allocating capital and human resources; and the belief that cash flow, not reported earnings, determines a company’s long-term value.Drawing on years of research and experience, Thorndike tells eye-opening stories, extracting lessons and revealing a compelling alternative model for anyone interested in leading a company or investing in one—and reaping extraordinary returns.

    The “bad boys of environmentalism” call for a bold and empowering new visionEnvironmental insiders Michael Shellenberger and Ted Nordhaus triggered a firestorm of controversy with their self-published essay “The Death of Environmentalism,” which argued that environmentalism cannot deal with global warming and should die so that a new politics can be born. Global warming is far more complex than past pollution problems, and American values have changed dramatically since the movement’s greatest victories in the 1960s, but environmentalists keep fighting the same old battles. Seeing a connection between the failures of environmentalism and the failures of the entire left-leaning political agenda, the authors point the way toward an aspirational politics that will resonate with modern American values and be capable of tackling our most pressing challenges.In this eagerly awaited follow-up to the original essay, the authors give us an expansive and eloquent manifesto for political change. What Americans really want, and what could serve as the basis for a new politics, is a vision capable of inspiring us to greatness. Making the case for abandoning old categories (nature/market, left/right), the authors articulate a pragmatism fit for our times that has already found champions in such prominent figures as Hillary Clinton and Barack Obama.This book will hit the same nerve as What’s the Matter with Kansas and Don’t Think of an Elephant. But its analysis will reshape American politics for decades to come.

    Presented in 23 compact lessons, "The Art of Profitability" features an ongoing tutorial between two fictitious individuals.