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.

    But when he took the helm in 2004, America was losing that war badly: despite vastly inferior resources and technology, Al Qaeda was outmaneuvering America’s most elite warriors. McChrystal came to realize that today’s faster, more interdependent world had overwhelmed the conventional, top-down hierarchy of the US military. Al Qaeda had seen the future: a decentralized network that could move quickly and strike ruthlessly. To defeat such an enemy, JSOC would have to discard a century of management wisdom, and pivot from a pursuit of mechanical efficiency to organic adaptability. Under McChrystal’s leadership, JSOC remade itself, in the midst of a grueling war, into something entirely new: a network that combined robust centralized communication with decentralized managerial authority. As a result, they beat back Al Qaeda. In this book, McChrystal shows not only how the military made that transition, but also how similar shifts are possible in all organizations, from large companies to startups to charities to governments. In a turbulent world, the best organizations think and act like a team of teams, embracing small groups that combine the freedom to experiment with a relentless drive to share what they’ve learned. Drawing on a wealth of evidence from his military career, the private sector, and sources as diverse as hospital emergency rooms and NASA’s space program, McChrystal frames the existential challenge facing today’s organizations, and presents a compelling, effective solution.

    That principle is the value of slack, the degree of freedom in a company that allows it to change. Implementing slack could be as simple as adding an assistant to a department and letting high-priced talent spend less time at the photocopier and more time making key decisions, or it could mean designing workloads that allow people room to think, innovate, and reinvent themselves. It means embracing risk, eliminating fear, and knowing when to go slow. Slack allows for change, fosters creativity, promotes quality, and, above all, produces growth. With an approach that works for new- and old-economy companies alike, this revolutionary handbook debunks commonly held assumptions about real-world management, and gives you and your company a brand-new model for achieving and maintaining true effectiveness.

    James Paul Gee begins his new book with 'I want to talk about vide games- yes, even violent video games - and say some positive things about them'. With this simple but explosive beginning, one of America's most well-respected professors of education looks seriously at the good that can come from playing video games. Gee is interested in the cognitive development that can occur when someone is trying to escape a maze, find a hidden treasure and, even, blasting away an enemy with a high-powered rifle. Talking about his own video-gaming experience learning and using games as diverse as Lara Croft and Arcanum, Gee looks at major specific cognitive activities: How individuals develop a sense of identity; How one grasps meaning; How one evaluates and follows a command; How one picks a role model; How one perceives the world.

    Many students are bored and disengaged Teachers are handcuffed by outdated textbooks, standardized curriculum, and disinterested students. What if you could solve these problems immediately and excite even your most reluctant learners daily? Read it Today and Engage tomorrow! 33-year veteran teacher, author, presenter, and engagement guru James Alan Sturtevant makes it easy, with incredible teacher tips and tools for both the veteran and student teacher--50 engagement tools that you can begin using right now, with no special training or boring professional development. Easily rebrand your class and connect with all students Are you the teacher students "hate"? Do kids groan when they walk into your classroom? Engaging learners is all about connecting and making education fun. With Sturtevant's education tips and creative teaching tools, students will rebrand you and your class as their favorites. Best of all, they'll engage with every lesson you teach, every single day! 50 Tips and Tools Unlike other education books that weigh you down with archaic research and impossible-to-implement strategies, Hacking Engagement, the 7th book in the popular Hack Learning Series, provides 50 unique, exciting, and actionable tips and tools that you can apply right now. And there's something here for every teacher--no matter what grade or subject you teach. Try one of these amazing engagement strategies tomorrow: Engage the Enraged Create Celebrity Couple Nicknames Hash out a Hashtag Empower Students to Help You Uncover Your Biases Avoid the Great War on Yoga Pants Let Your Freak Flag Fly Become a Proponent of the Exponent Trade Blah, Blah, Blah for Zen Transform Your Class into a Focus Group Commit to Engagement Try at least one tip or tool now and witness an amazing transformation in your classroom and school. Are you ready to engage? Scroll up and grab your copy of Hacking Engagement now.

    And this may sound weirdly obvious, but every single one of those pieces of software was written by a programmer. Programmers are thus among the most quietly influential people on the planet. As we live in a world made of software, they're the architects. The decisions they make guide our behavior. When they make something newly easy to do, we do a lot more of it. If they make it hard or impossible to do something, we do less of it.If we want to understand how today's world works, we ought to understand something about coders. Who exactly are the people that are building today's world? What makes them tick? What type of personality is drawn to writing software? And perhaps most interestingly -- what does it do to them?One of the first pieces of coding a newbie learns is the program to make the computer say "Hello, world!" Like that piece of code, Clive Thompson's book is a delightful place to begin to understand this vocation, which is both a profession and a way of life, and which essentially didn't exist little more than a generation ago, but now is considered just about the only safe bet we can make about what the future holds. Thompson takes us close to some of the great coders of our time, and unpacks the surprising history of the field, beginning with the first great coders, who were women. Ironically, if we're going to traffic in stereotypes, women are arguably "naturally" better at coding than men, but they were written out of the history, and shoved out of the seats, for reasons that are illuminating. Now programming is indeed, if not a pure brotopia, at least an awfully homogenous community, which attracts people from a very narrow band of backgrounds and personality types. As Thompson learns, the consequences of that are significant - not least being a fetish for disruption at scale that doesn't leave much time for pondering larger moral issues of collateral damage. At the same time, coding is a marvelous new art form that has improved the world in innumerable ways, and Thompson reckons deeply, as no one before him has, with what great coding in fact looks like, who creates it, and where they come from. To get as close to his subject has he can, he picks up the thread of his own long-abandoned coding practice, and tries his mightiest to up his game, with some surprising results.More and more, any serious engagement with the world demands an engagement with code and its consequences, and to understand code, we must understand coders. In that regard, Clive Thompson's Hello, World! is a marvelous and delightful master class.

    Leading Snowflakes offers you proven tools and practices for improving your management skills that you can implement – starting today.

    In addition, this business genius mentored dozens of other important leaders on both coasts, from entrepreneurs to venture capitalists to educators to football players, leaving behind a legacy of growing companies, successful people, respect, friendship, and love after his death in 2016.Leaders at Google for over a decade, Eric Schmidt, Jonathan Rosenberg, and Alan Eagle experienced firsthand how the man fondly known as Coach Bill built trusting relationships, fostered personal growth—even in those at the pinnacle of their careers—inspired courage, and identified and resolved simmering tensions that inevitably arise in fast-moving environments. To honor their mentor and inspire and teach future generations, they have codified his wisdom in this essential guide.Based on interviews with over eighty people who knew and loved Bill Campbell, Trillion Dollar Coach explains the Coach’s principles and illustrates them with stories from the many great people and companies with which he worked. The result is a blueprint for forward-thinking business leaders and managers that will help them create higher performing and faster moving cultures, teams, and companies.

    Less inventory. The highest quality cars with the fewest defects of any competing manufacturer. In factories around the globe, Toyota consistently raises the bar for manufacturing, product development, and process excellence. The result is an amazing business success story: steadily taking market share from price-cutting competitors, earning far more profit than any other automaker, and winning the praise of business leaders worldwide.The Toyota Way reveals the management principles behind Toyota's worldwide reputation for quality and reliability. Dr. Jeffrey Liker, a renowned authority on Toyota's Lean methods, explains how you can adopt these principles--known as the "Toyota Production System" or "Lean Production"--to improve the speed of your business processes, improve product and service quality, and cut costs, no matter what your industry.Drawing on his extensive research on Toyota, Dr. Liker shares his insights into the foundational principles at work in the Toyota culture. He explains how the Toyota Production System evolved as a new paradigm of manufacturing excellence, transforming businesses across industries. You'll learn how Toyota fosters employee involvement at all levels, discover the difference between traditional process improvement and Toyota's Lean improvement, and learn why companies often think they are Lean--but aren't.

    Why We Buy is based on hard data gleaned from thousands of hours of field research–in shopping malls, department stores, and supermarkets across America. With his team of sleuths tracking our every move, Paco Underhill lays bare the struggle among merchants, marketers, and increasingly knowledgeable consumers for control.

    . . these are just a few of the uncomfortable topics you may have to discuss with your employees. 101 Tough Conversations to Have with Employees provides you with proven guidance and realistic sample dialogues you can use to facilitate clear, direct interactions with your people, helping to sidestep potential awkwardness and meet issues head on.This solution oriented book walks you through some of the most common—as well as the most serious—employee problems you’re ever likely to encounter. Covering everything from substandard performance reviews to personal hygiene to termination meetings, this handy guide helps you treat your people with dignity, focusing not just on what to say but also on how to say it. This helpful guide provides down to earth techniques you can use to protect yourself and your organization—and get the very best from your people.Praise for Paul Falcone’s Previous Books: 101 Sample Write-Ups for Documenting Employee Performance Problems: “When you feel the need to document an employee’s actions (or inactions), turn to this great tool.”— Legal Management96 Great Interview Questions to Ask Before You Hire: “Takes the guesswork out of the interview process.” — Benefits and Compensation SolutionsThe Hiring and Firing Question and Answer Book: “If the art and science of hiring and firing has become a puzzle, then author Paul Falcone has the answer.” — Houston Business JournalPaul Falcone is Vice President of Employee Relations at Time Warner Cable in Los Angeles and was formerly Vice President of Human Resources at Nickelodeon. He is the author of 2600 Phrases for Effective Perform­ance Reviews, 101 Sample Write-Ups for Documenting Employee Performance Problems, 96 Great Interview Questions to Ask Before You Hire, and The Hiring and Firing Question and Answer Book. He lives in Valencia, California.

    With a blend of software engineering facts and thought-provoking opinions, Fred Brooks offers insight for anyone managing complex projects. These essays draw from his experience as project manager for the IBM System/360 computer family and then for OS/360, its massive software system. Now, 45 years after the initial publication of his book, Brooks has revisited his original ideas and added new thoughts and advice, both for readers already familiar with his work and for readers discovering it for the first time.The added chapters contain (1) a crisp condensation of all the propositions asserted in the original book, including Brooks' central argument in The Mythical Man-Month: that large programming projects suffer management problems different from small ones due to the division of labor; that the conceptual integrity of the product is therefore critical; and that it is difficult but possible to achieve this unity; (2) Brooks' view of these propositions a generation later; (3) a reprint of his classic 1986 paper "No Silver Bullet"; and (4) today's thoughts on the 1986 assertion, "There will be no silver bullet within ten years."

    In today’s economy, we have far too much dismay along with our amazement, and technology bears some of the blame. In this combination of memoir, business strategy guide, and call to action, Tim O'Reilly, Silicon Valley’s leading intellectual and the founder of O’Reilly Media, explores the upside and the potential downsides of today's WTF? technologies. What is the future when an increasing number of jobs can be performed by intelligent machines instead of people, or done only by people in partnership with those machines? What happens to our consumer based societies—to workers and to the companies that depend on their purchasing power? Is income inequality and unemployment an inevitable consequence of technological advancement, or are there paths to a better future? What will happen to business when technology-enabled networks and marketplaces are better at deploying talent than traditional companies? How should companies organize themselves to take advantage of these new tools? What’s the future of education when on-demand learning outperforms traditional institutions? How can individuals continue to adapt and retrain? Will the fundamental social safety nets of the developed world survive the transition, and if not, what will replace them? O'Reilly is "the man who can really can make a whole industry happen," according to Eric Schmidt, Executive Chairman of Alphabet (Google.) His genius over the past four decades has been to identify and to help shape our response to emerging technologies with world shaking potential—the World Wide Web, Open Source Software, Web 2.0, Open Government data, the Maker Movement, Big Data, and now AI. O’Reilly shares the techniques he's used at O’Reilly Media  to make sense of and predict past innovation waves and applies those same techniques to provide a framework for thinking about how today’s world-spanning platforms and networks, on-demand services, and artificial intelligence are changing the nature of business, education, government, financial markets, and the economy as a whole. He provides tools for understanding how all the parts of modern digital businesses work together to create marketplace advantage and customer value, and why ultimately, they cannot succeed unless their ecosystem succeeds along with them.The core of the book's call to action is an exhortation to businesses to DO MORE with technology rather than just using it to cut costs and enrich their shareholders. Robots are going to take our jobs, they say. O'Reilly replies, “Only if that’s what we ask them to do! Technology is the solution to human problems, and we won’t run out of work till we run out of problems." Entrepreneurs need to set their sights on how they can use big data, sensors, and AI to create amazing human experiences and the economy of the future, making us all richer in the same way the tools of the first industrial revolution did. Yes, technology can eliminate labor and make things cheaper, but at its best, we use it to do things that were previously unimaginable! What is our poverty of imagination? What are the entrepreneurial leaps that will allow us to use the technology of today to build a better future, not just a more efficient one? Whether technology brings the WTF? of wonder or the WTF? of dismay isn't inevitable. It's up to us!

    In this book, Sarah explains what “content design” really means, and tells you how to put those techniques into your organisation and your web project.This book is short, lively and practical. Using real-world examples and imagined examples, it takes the reader through the content design process one step at a time, explaining everything along the way.If you’re new to content design, or want to get better at it, this book is what you need to get started.

    He explains why invisible and unmanaged queues are the underlying root cause of poor product development performance. He shows why these queues form and how they undermine the speed, quality, and efficiency in product development.