As a result of this Customer service revolution, people are being treated differently, better, and in a way like never before. This is a result of how companies and management are treating their employees and how employees are treating each other and the Customer—which ultimately permeates into people’s personal lives at home and in their communities. Can the way you run your business or treat your Customers have an effect on the world at large? John DiJulius will show you just that! Drawing on years of experience consulting with the top customer service companies around the world and in his role building his first business, John Robert’s Spa, into one of the top 20 salons in the US, DiJulius will show you exactly how to create your very own Customer service revolution and make price irrelevant.

    Countless business authors and analysts have assured us that great leadership demands great character. Time and again, we’ve seen that truth play out, as once-thriving organizations falter and fail under the guidance of leaders behaving badly. Why, then, do so many executives remain skeptical about the true value of leadership character? A winning strategy and a sound business model are what really matter, they argue; character is just the icing on the cake.What’s been missing from this debate is hard evidence: data that shows not only that leadership character matters for organizational success, but how it matters; and concrete evidence that it leads to better business results. Now, in this groundbreaking book, respected leadership researcher, adviser, and author Fred Kiel offers that evidence—solid data that demonstrates the connection between character, leadership excellence, and organizational results.After seven years of rigorous research based on a landmark study of more than 100 CEOs and over 8,000 of their employees’ observations, Kiel’s findings show that leaders of strong character achieved up to five times the ROA for their organizations as did leaders of weak character.Return on Character goes on to reveal:• How leadership character is formed, how it creates value, and how that value spreads throughout the organization• How low-character leaders undermine the success of even the best business plans• How leaders at any level can develop the habits of strong character and “unlearn” the habits of poor characterThe book also provides a character-building methodology—step-by-step advice and techniques for assessing your own character habits and improving your performance and that of your organization.Return on Character provides the blueprint for building your own leadership character and creating a character-driven organization that achieves superior business results.

    A challenging customer, in his view, goes from being someone who poses an obstacle to quality work to someone with eye-opening ideas and concepts. Approached as an exercise in listening and learning, these conversations can become long-term lessons. Ambi has worked with some of the most respected brands and names in the Indian corporate world, and each of those assignments were for him masterclasses in leadership development. In this book, Ambi recounts conversations with some of the most iconic business leaders, such as Ratan Tata, Azim Premji, S. Ramadorai, Karsanbhai Patel, M. Damodaran, Dr V. Kurien and many others. He soaked up these conversations, in his own words, 'like a sponge’. This book is an attempt to walk us through some of those dialogues – both the illuminating and the difficult aspects of them – to help us understand how they were learning sessions. For anyone looking at turbocharging their business and career, the ‘Sponge Process’ that emphasises listening is a radical new way of engaging with clients and customers.

    Storyscapes introduces "storyscaping" as a way to create immersive experiences that solve the challenge of connecting brands and consumers. This book describes a powerful new approach to advertising and marketing for the digital age that involves using stories to design emotional and transactional experiences for customers, both online and offline. Each connection inspires engagement with another, so the brand becomes part of the customer's story. Authors Gaston Legorburu and Darren McColl explain how marketers can identify and define the core target audience segment, define your brand's purpose, understand the emotional desires of your consumers, and more.•Shows how to map how the consumer engages with the category and product/service•Explains how to develop an organizing idea and creative plan for an immersive storyscape experience•Defines the role of marketing channels around the organizing idea•Establishes how technology can be applied to the experienceLearn how to measure, optimize, and evolve the customer experience through the use of strong narratives that compel consumers to buy into your brand.

    I'll show you where to find the best materials from the best suppliers to fuel your Etsy selling success.After getting more than 1 million views on YouTube with over 100,000 follow up questions answered for handmade businesses since 2012, Renae Christine has learned that 90% of handmade businesses fail within the first 5 years due to lack of proper suppliers or the know-how to find those suppliers of the best materials.Read this resource guide to learn:Why every Etsy seller and handmade business owner needs a supplier.Why you should avoid your local craft store's clearance section like the plague.Common mistakes that you could be making.How much money you need to place an initial order, which might surprise you.Where to find tens of thousands of proper material suppliers.The questions to ask before taking on a supplier and placing an order so you don't waste your money.15 of Renae Christine's favorite suppliers from a convention she scoured just for handmade businesses.Additional bonus suppliers listed from different handmade industries.Is this resource guide for you?You need this guide if you:You're in the 'Etsy business for beginners' phase of businessYou feel like your business or Etsy shop just can't get off the ground and you don't know whyYou want to learn how to sell on Etsy through proper strategies and avoid making mistakesRenae Christine has been featured in Yahoo Finance, ABC, CBS, Reuters, Bloomberg Business Week and in thousands of other publications worldwide. She is the worldwide known business coach for everything handmade. Renae is even more rare because she built a six-figure stationery business herself.

    In boardrooms across America, product managers are examining vodka bottles and candy bars, tissue boxes and hamburgers, wondering how do we make this thing cool? How do we make this gadget into the iPod of our industry? How do we do what Nike did? How do we get what Target got? How do we infuse this product with that very desirable, nearly unattainable it factor? In this wide-ranging exploration the authors Noah Kerner, a celebrated marketing maverick, and Gene Pressman, legendary creative visionary and former co-CEO of Barneys New York, have uncovered surprising and universal patterns and trends. They systematically parse the successes and failures of the last few decades -- in music and fashion, magazines and food, spirits and hip-hop culture. Their discoveries are pulled together in this definitive book on the commerce of cool. Nike and Target endure as relevant brands not because of a shortsighted and gimmicky campaign. A dash of bling and a viral website don't amass long-term value. Brands are effectively developed when companies take substantial risk -- and face the possibility of real failure -- in order to open up the opportunity for real success. Chasing Cool includes interviews with more than seventy of today's most respected innovators from Tom Ford and Russell Simmons to Ian Schrager and Christina Aguilera. And through this accomplished assemblage, Pressman and Kerner dig beneath the surface and reveal how emphasizing long-lasting relevance trumps a fleeting preoccupation with what's hot and what's not. In a multidimensional, entertaining, and eminently readable book that redefines how to appeal to today's savvy consumer, Kerner and Pressman explore the lessons to be learned by America's ongoing search for the ever-changing concept of cool. Readers will learn how to apply these lessons to their own businesses and creative projects in order to stand out in today's cluttered marketplace. "Simply chasing cool is really a bad idea; inspired by cool is a great idea. Walk the street, see what's going on, and spit it out in your own way. Don't do it because you research it, do it because you breathe it." -- Russell Simmons, chairman and CEO of Rush Communications "I can't imagine having to hire a so-called Cool Hunter. If I had to go to someone else to be cool, I'd just pack up my bags and find a new profession." -- Tony Hawk, professional skateboarder "It's possible to be both mainstream and edgy. You can be the Goliath but you always have to think and behave like the David." -- Scott Bedbury, former Nike and Starbucks marketing executive "I love looking at trend reports because then I know exactly what I shouldn't be doing." -- John Demsey, group president, Estée Lauder, MAC Cosmetics, Prescriptives, Sean John, and Tom Ford Beauty "I don't believe in creation by committee. I think it's impossible." -- Bonnie Fuller, chief editorial director and executive vice president of American Media Inc. "We had to make a big decision at MTV when I was there. Do we grow old with our audience or are we going to be the voice of young America? We made the decision to be the voice of young America, which meant we had to let people grow out of MTV." -- Bob Pittman, cofounder of MTV, former president of AOL

    Acclaimed for its readability and presentation of current knowledge, this textbook's philosophy is that OB knowledge is for everyone, not just traditional managers. The new reality is that everyone - sales representatives, production employees, physicians - needs OB knowledge to successfully work in and around organizations. Organizational Behavior is unparalleled in its ability to engage students by bringing cutting edge OB concepts closer to reality through the 'theory-practice link' approach. McShane and Von Glinow help readers connect OB theories to emerging workplace realities through hundreds of fascinating real-life stories from across the United States and around the world. be the source of the hottest topics, such as: employee engagement, resilience, four-drive theory, blogs and wikis, psychological harassment, learning orientation, Schwartz's values model, separating socioemotional from constructive conflict, and much, much, more.

    In this quirky new title designer and typographer Teresa Monachino rounds up and breaks down a variety of unruly words: words lacking in integrity, misleading words that do not mean what they say, words that mean more than they say, words with inconsistent pronunciation or spellings that are just plain cruel! Using striking and witty graphic design the author demands answers to such troublesome questions as, why is abbreviation such a long word, does monosyllabic really need five syllables and why is lisp so hard to say if you have one?

    Who will succeed in the twenty first century?Today's creative business leaders already know the answer and it's not about cutting overhead downsizing or meeting next quarter's budget.  Corporateleaders of the twenty-first century will be spiritual leaders-- grounded in vision, integrity and intuition--and they will know how to nurture thesequalities in others.Gay Hendricks and Kate Ludeman have been training top executives for more than twenty-five years.  They have distilled the experience of the hundred wisestbusinessmen and women they know into nuggets of just-in-time wisdom that take no more than a minute or two to read.  You will discover:*       The twelve qualities of twenty-first-century leaders*       How to make breakthrough decisions with intuitive ease*       The visionary's ability to think twenty years down the line*       How to spot and correct integrity problems in your organization*       How to create a mind-set of prosperity in yourself and your companyDrawing on insights and observations from legendary CEOs like Bob Galvin ofMotorola and Ed McCracken of Silicon Graphics, The Corporate Mystic alsooffers spirited solutions to the day-in, day-out problems of business.  You'll learn what these visionaries with their feet on the ground say about:*       Giving and receiving honest feedback*       Ending destructive turf battles*       High-firing people who drain your energy*       Handling big wins and big losses*       Protecting your creative think-time*       And much much more.Whether you're a new hire or already division chief The Corporate Mystic is a book to nourish your soul and light your path to professionalsuccess.From the Trade Paperback edition.

    Typical characteristics of a left brainer.What makes a good marketing executive? A person who is highly visual, intuitive, and holistic. Typical characteristics of a right brainer.These different mind-sets often result in conflicting approaches to branding, and the Ries' thought-provoking observations—culled from years on the front lines—support this conclusion, including:Management deals in reality. Marketing deals in perception.Management demands better products. Marketing demands different products.Management deals in verbal abstractions. Marketing deals in visual hammers.Using some of the world's most famous brands and products to illustrate their argument, the authors convincingly show why some brands succeed (Nokia, Nintendo, and Red Bull) while others decline (Saturn, Sony, and Motorola). In doing so, they sound a clarion call: to survive in today's media-saturated society, managers must understand how to think like marketers—and vice versa. Featuring the engaging, no-holds-barred writing that readers have come to expect from Al and Laura Ries, War in the Boardroom offers a fresh look at a perennial problem and provides a game plan for companies that want to break through the deadlock and start reaping the rewards.

    Readings included are thought-provoking discussions of the nature of interpersonal contact, connections between verbal and nonverbal cues, person perception and social intelligence, listening, deception and betrayal, identity management, interpersonal ethics, types of love, transformational conflict management, and diversity.

    Find your powerful voice, and step into leadership. Speak with impact. Every day, you have an opportunity to use your voice to have a positive impact -- at work or in your community. You can inspire and persuade your audience -- or you can distract and put them to sleep.Presentation styles where leaders are nervous, ramble, and robotic can ruin a talk on even the most critical topics. As your performances become weak, your career prosects start to dim. To get ahead and make an impact, you need to deliver well-crafted messages with confidence and authenticity. You must?sound?as capable as you are.Public speaking is a skill, not a talent. With the right guidance, anyone can be a powerful speaker. Written by former opera singer turned CEO and TEDx speaker Allison Shapira, Speak with Impact unravels the mysteries of commanding attention in any setting, professional or personal.Whether it's speaking up at a meeting, presenting to clients, or talking to large groups, this book's easy-to-use frameworks, examples and exercises will help you:Engage your audience through storytelling and humorUse breathing techniques to overcome stage frightStrengthen and project your voice by banishing filler words/uptalkUse effective body language and build your executive presenceCompose a clear message and deliver confident, authentic presentationsLearn to conquer fear, capture attention, motivate action, and take charge of your career with?Speak with Impact.

    This edition will cover the essential concepts of management that students will find interesting and straightforward.

    The success of the first five editions of Global Business Today has been based in part upon the incorporation of leading edge research into the text, the use of the up-to-date examples and statistics to illustrate global trends and enterprise strategy, and the discussion of current events within the context of the appropriate theory. Our research has shown that students and instructors alike enjoy the interesting, informative, and accessible writing style of GBT - so much so that the writing has become Charles Hill's trademark. In addition to boxed material which provides deep illustrations in every chapter, Hill carefully weaves interesting anecdotes into the narrative of the text to engage the reader.