They encourage each other, proactively solve problems, and constantly look for ways to go the extra mile. In short, imagine a workplace culture where employees were absolutely obsessed with customer service. The Service Culture Handbook is a step-by-step guide to help you develop a customer-focused culture in your company, department, or location. Whether you’re just beginning your journey, or have been working on culture for years, this handbook will prepare you to take the next step. You’ll receive actionable advice, straightforward exercises, and proven tools you can utilize immediately. Learn the one thing that forms the foundation of every great culture. Discover what customer-focused companies do differently to engage their employees. And explore ways to strategically align every facet of your organization with outstanding service. Creating and sustaining a customer-focused culture is a never-ending journey that takes hard work, dedication, and commitment. The Service Culture Handbook is an indispensable resource to help you and your employees stay headed in the right direction. Praise for The Service Culture Handbook: "The Service Culture Handbook provides the poignant inspiration and practical instruction for the difficult work of transforming a service culture into one that is distinctive, successful, and permanent." —Chip R. Bell, author of Kaleidoscope: Delivering Innovative Service That Sparkles "Though research continues to uncover the astonishing impact of customer-focused cultures on customer loyalty and business results, few organizations know how to get there. Jeff Toister unlocks that mystery through this practical (and fun to read!) guide to developing a culture that really works." —Brad Cleveland, founding partner and former CEO, International Customer Management Institute

    Contemporaries of the Astors and Vanderbilts, they grew up together along the shores of bucolic Staten Island, linked by privilege—her grandparents built the world’s fastest clipper ship, his family owned most of Murray Hill. Theirs was a world filled with mansions, balls, summer homes, and extended European vacations.Newton became a passionate preserver of New York history and published the finest collection of Manhattan maps and views in a six-volume series. Edith became the face of the age when Daniel Chester French sculpted her for Chicago’s Columbian Exposition, a colossus intended to match the Statue of Liberty’s grandeur. Together Edith and Newton battled on behalf of New York’s poor and powerless as reformers who never themselves wanted for anything. Through it all, they sustained a strong-rooted marriage.From the splendid cottages of the Berkshires to the salons of 1890s Paris, Love, Fiercely is the real story of a world long relegated to fiction.

    It was covered by Court TV and profiled on the Ricki Lake Show. Now, here is the intimate memoir of a shocking crime and its aftermath...one family's immediate and unforgettable story of what victims can suffer long after they should be safe.

    Today the public can't get enough of this once-forgotten explorer, and his actions have made him a model for great leadership and masterful crisis management. Now, through anecdotes, the diaries of the men in his crew, and Shackleton's own writing, Shackleton's leadership style and time-honored principles are translated for the modern business world. Written by two veteran business observers and illustrated with ship photographer Frank Hurley's masterpieces and other rarely seen photos, this practical book helps today's leaders follow Shackleton's triumphant example.

    Along with fantasizing about marrying George Clooney, Ferris is faced with a plethora of other insomnia-induced thoughts and activities, from googling old boyfriends to researching obscure and fatal diseases on the web, from scouting five-star spa destinations to having angry, bitter, e-mail exchanges with her brother. She worries endlessly about her husband, relies heavily on Ambien, and tries to arrange care via the Internet for her mother (who has both severe dementia and a massive love-bubble crush on Jesus Christ) all while refraining from lighting up just one more cigarette. Marrying George Clooney explores a range of emotions experienced through this life-altering period. In this candid look at "the change," Ferris offers a humorous spin on a not-so-funny topic.

     Featuring “five stand-alone case studies that are well-written and interesting” (The New York Times), Koehn begins each section by showing her protagonist on the precipice of a great crisis: Shackleton marooned on an Antarctic ice floe; Lincoln on the verge of seeing the Union collapse; escaped slave Douglass facing possible capture; Bonhoeffer agonizing over how to counter absolute evil with faith; Carson racing against the cancer ravaging her in a bid to save the planet. Readers then learn about each person’s childhood and see the individual growing—step by step—into the person he or she will ultimately become. Significantly, as we follow each leader’s against-all-odds journey, we begin to glean an essential truth: leaders are not born but made. In a book dense with epiphanies, the most galvanizing one may be that the power and courage to lead resides in each of us. Providing both great insight and exceptionally rendered human drama, Forged in Crisis is “a highly engaging (and well documented)…book that quietly surpasses many so-called leadership tomes” (Booklist, starred review).

    If you have read other books about him, read this one to discover more about his philosophy and spirituality based on his own works. It covers his entire life from birth to death. The Joy of Life distills the personality of Theodore Roosevelt into one medium-sized book. Quotes appear in this book which show him to be funny, hyperactive, energetic, exciting, enthusiastic, entertaining and lovable. His contemporaries say such things as: the more I see him the more and more I love him; work was an entertainment with him there; it was love at first sight; never have we laughed so much as when T.R. was our host. The book shows what motivated him at each stage of his life. During his Police Commissioner days he said to Jacob Riis, author of How the Other Half Lives, "I have read your book and I have come to help." Charging up San Juan hill he realized that he was destined to become a great leader of people like his Rough Riders: a mixed group who included cowboys, Indians, Ivy Leaguers, hispanics, marshals, negroes and Texas Rangers. His greatest effort was in conservation. He preserved millions of acres of land including wildlife refuges, national parks, national monuments and irrigation projects. He accomplished many things in his life but would have obtained a place in history for that alone.

    Society was so dependent on it, abolition was unthinkable.In 'Amazing Grace', Eric Mextas's gripping narrative paints a detailed portrait, not just of William Wilberforce himself and the Abolition Movement but also other contemporary concerns of the social reformers. Together with entries from Wilberforce's own diaries documenting his travels and the people he meets - from the paupers of Cheddar to Marie Antoinette - this age is brought vividly to life. From the author of the New York Times #1 Bestseller 'Bonhoeffer: Pastor, Martyr, Prophet, Spy'.

    The late Kaleel Jamison, one of the first women to enter the field of management consulting, experienced what she described as nibbles, little bites that life takes out of you--really attacks on your self confidence. Her longtime best selling book, The Nibble Theory, is a process for dealing with the world that moves the reader toward personal power and growth arising out of the unique values and strengths of each person. Kaleel cared deeply about the unique combination of gifts and talents that each of us brings to the world. She felt that she had a mission, and feared what would be lost if we, as individuals and organizations, did not take on the sacred responsibility of being, and supporting others in being, the biggest circles possible. That's what makes this book so important. --Frederick A. Miller, President and CEO, The Kaleel Jamison Consulting Group, Inc.

    By 1993, the computer industry had changed so rapidly the company was on its way to losing $16 billion and IBM was on a watch list for extinction -- victimized by its own lumbering size, an insular corporate culture, and the PC era IBM had itself helped invent.Then Lou Gerstner was brought in to run IBM. Almost everyone watching the rapid demise of this American icon presumed Gerstner had joined IBM to preside over its continued dissolution into a confederation of autonomous business units. This strategy, well underway when he arrived, would have effectively eliminated the corporation that had invented many of the industry's most important technologies.Instead, Gerstner took hold of the company and demanded the managers work together to re-establish IBM's mission as a customer-focused provider of computing solutions. Moving ahead of his critics, Gerstner made the hold decision to keep the company together, slash prices on his core product to keep the company competitive, and almost defiantly announced, "The last thing IBM needs right now is a vision."Who Says Elephants Can't Dance? tells the story of IBM's competitive and cultural transformation. In his own words, Gerstner offers a blow-by-blow account of his arrival at the company and his campaign to rebuild the leadership team and give the workforce a renewed sense of purpose. In the process, Gerstner defined a strategy for the computing giant and remade the ossified culture bred by the company's own success.The first-hand story of an extraordinary turnaround, a unique case study in managing a crisis, and a thoughtful reflection on the computer industry and the principles of leadership, Who Says Elephants Can't Dance? sums up Lou Gerstner's historic business achievement. Taking readers deep into the world of IBM's CEO, Gerstner recounts the high-level meetings and explains the pressure-filled, no-turning-back decisions that had to be made. He also offers his hard-won conclusions about the essence of what makes a great company run.In the history of modern business, many companies have gone from being industry leaders to the verge of extinction. Through the heroic efforts of a new management team, some of those companies have even succeeded in resuscitating themselves and living on in the shadow of their former stature. But only one company has been at the pinnacle of an industry, fallen to near collapse, and then, beyond anyone's expectations, returned to set the agenda. That company is IBM.Lou Gerstener, Jr., served as chairman and chief executive officer of IBM from April 1993 to March 2002, when he retired as CEO. He remained chairman of the board through the end of 2002. Before joining IBM, Mr. Gerstner served for four years as chairman and CEO of RJR Nabisco, Inc. This was preceded by an eleven-year career at the American Express Company, where he was president of the parent company and chairman and CEO of its largest subsidiary. Prior to that, Mr. Gerstner was a director of the management consulting firm of McKinsey & Co., Inc. He received a bachelor's degree in engineering from Dartmouth College and an MBA from Harvard Business School.

    As recounted by Ben Rich, the operation's brilliant boss for nearly two decades, the chronicle of Lockheed's legendary Skunk Works is a drama of cold war confrontations and Gulf War air combat, of extraordinary feats of engineering & achievement against fantastic odds. Here are up-close portraits of the maverick band of scientists & engineers who made the Skunk Works so renowned. Filled with telling personal anecdotes & high adventure, with narratives from the CIA & from Air Force pilots who flew the many classified, risky missions, this book is a portrait of the most spectacular aviation triumphs of the 20th century.

    Creativity, Inc. is a book for managers who want to lead their employees to new heights, a manual for anyone who strives for originality, and the first-ever, all-access trip into the nerve center of Pixar Animation—into the meetings, postmortems, and “Braintrust” sessions where some of the most successful films in history are made. It is, at heart, a book about how to build a creative culture—but it is also, as Pixar co-founder and president Ed Catmull writes, “an expression of the ideas that I believe make the best in us possible.” For nearly twenty years, Pixar has dominated the world of animation, producing such beloved films as the Toy Story trilogy, Monsters, Inc., Finding Nemo, The Incredibles, Up, and WALL-E, which have gone on to set box-office records and garner thirty Academy Awards. The joyousness of the storytelling, the inventive plots, the emotional authenticity: In some ways, Pixar movies are an object lesson in what creativity really is. Here, in this book, Catmull reveals the ideals and techniques that have made Pixar so widely admired—and so profitable.   As a young man, Ed Catmull had a dream: to make the first computer-animated movie. He nurtured that dream as a Ph.D. student at the University of Utah, where many computer science pioneers got their start, and then forged a partnership with George Lucas that led, indirectly, to his founding Pixar with Steve Jobs and John Lasseter in 1986. Nine years later, Toy Story was released, changing animation forever. The essential ingredient in that movie’s success—and in the thirteen movies that followed—was the unique environment that Catmull and his colleagues built at Pixar, based on philosophies that protect the creative process and defy convention, such as:   • Give a good idea to a mediocre team, and they will screw it up. But give a mediocre idea to a great team, and they will either fix it or come up with something better. • If you don’t strive to uncover what is unseen and understand its nature, you will be ill prepared to lead. • It’s not the manager’s job to prevent risks. It’s the manager’s job to make it safe for others to take them. • The cost of preventing errors is often far greater than the cost of fixing them. • A company’s communication structure should not mirror its organizational structure. Everybody should be able to talk to anybody. • Do not assume that general agreement will lead to change—it takes substantial energy to move a group, even when all are on board.

    It gives you simple, yet effective techniques for creating relentless demand and endless leads. It includes more than 200 proven marketing strategies for attracting new clients, earning more referrals, and building profitable, long-lasting professional relationships. If you want to take your service business to the next level, start here and "Book Yourself Solid.

    In her fifteen-year career as a professional adventure racer, she has biked through jungles in Borneo, climbed Himalayan giants in Nepal, trekked across lava fields in Fiji, rafted rapids in Chile—and racked up multiple world championship titles along the way. In her spare time, she is a firefighter and a sought-after keynote speaker on the subject of teamwork and leadership.In How Winning Works, Benincasa shows you how to climb to new levels of professional and personal success. She shares the eight essential elements of teamwork, learned through her extreme adventure racing, that create synergy with all the teammates in your life, from colleagues and customers to family members and friends:Total CommitmentEmpathy and AwarenessAdversity ManagementMutual Respect"We" ThinkingOwnership of the ProjectRelinquishment of EgoKinetic LeadershipThis field guide to success shares the same training tools and exercises that have become wildly popular in the leadership seminars Benincasa gives to corporations, including Starbucks, Deloitte Consulting, 3M, Verizon, Nestlé, Boeing and many others. Stories from her adventure racing also illustrate how winning teams interact under the world's most extreme conditions, from jungles to mountain peaks.Whether you're trying to beat the competition to market with a new product, scale a looming mountain of deadlines or simply get your kids to clean up their rooms, the advice in this book will take you on an adventure you'll never forget, and coach you over the finish line to success.

    Drawing from his own life and business triumphs, Schussler offers would-be entrepreneurs a new way of utilizing creativity to achieve their dreams. Schussler distills his principles for entrepreneurs on a budget, and also reveals the ways in which his lessons-from self-branding to developing strategic partnerships to giving recognition where recognition is due-can work in larger corporations. Just like his famous themed restaurants, Schussler's insights provide entertainment, education, and ample food for thought for all business people aspiring to their next level of success.