There was atime when this revered organization ranked among the lowest in the country in this area. Within ten years, however, it had climbed to among the highest and has emerged as the thought leader in the space.How did Cleveland Clinic turn itself around so effectively and so quickly?More important, how can you do the same with your organization?In gripping, visceral, on-the ground fashion, Service Fanatics reveals the strategies and tactics the Clinic applied to become one of today's leading patient-experience healthcare organizations--methods that seamlessly translate to any business seeking to improveits customer experience. This strategic guide covers:How the Clinic's leaders redefined the concept of patient experience and developed a strategy to improve itCritical lessons learned regarding organization, recruitment, training, and measuring service excellenceWays in which the Clinic aligned its entire workforce around its Patients First strategyHow leaders improved the critical element of physician communicationRather than view patients simply as sick people who need treatment, Cleveland Clinic sees them also as important stakeholders in the organization's success. Patients are customers--who desire, pay for, and deserve the best possible care and experience during what is often a challenging time in their lives.Featuring customer service case studies, as well as invaluable insight from C-level executives at top corporations in various industries, Service Fanatics provides actionable lessons for any manager and business leader beyond healthcare.Whether you run a healthcare institution, nonprofit, or for-profit business, Service Fanatics will help you create the kind of customer experience that promises to transform your organization into an industry powerhouse.

    Logan Donovan tracks the spread of chess across history—from India to Persia to Europe and worldwide. You can take your place in a long line of chess masters - even if you’ve never played the game before! Do you want to get started out right? Would you like an advantage over your opponents—from the very first moves? The Complete Guide to Chess - Master: Chess Tactics, Chess Openings and Chess Strategy explains how you can easily memorize popular chess “openings” (the first few turns of a game). If you’re a beginner, you can amaze your friends by learning the tricks and traps of the Grandmasters —and using them on your unsuspecting foes! Ruy Lopez Italian Game Sicilian Defense French Defense Caro-Kann Defense Pirc Defense Queen’s Gambit English Opening Alekhine’s Defense Modern Defense King’s Indian Defense King’s Indian Attack The Dutch Defense and many more! Read this book for FREE on Kindle Unlimited - Download Now! It’s easy to learn the tactics of chess! The Complete Guide to Chess - Master: Chess Tactics, Chess Openings and Chess Strategy explains powerful concepts such as “forks” and “pins” in simple, easy-to-understand language. With the help of this book, you’ll be ready to “turn the tables” on your opponents! Remember - You don't need a Kindle device to read this book. Just download a FREE Kindle reader for your computer, tablet, or smartphone! You'll also learn key principles of chess strategy, such as: King Safety Center Control Pawn Structure Piece Quality and When to Play for a Draw! You’ll even find out how to “Seal the Deal” with Logan Donovan’s 14 Tips for the End Game! Don’t keep losing games through trial and error—get the tips and strategies you need to WIN! FREE BONUS AT THE END OF THE BOOK! GET IT TODAY AS IT’S ONLY AVAILABLE FOR A LIMITED TIME! Download The Complete Guide to Chess - Master: Chess Tactics, Chess Openings and Chess Strategy TODAY—you’ll get everything you need to start winning a LOT more games!&

    Though lesser known than other wars the US has fought over the years, it was an important conflict that set the stage for the US to earn a reputation as a respected nation that could demonstrate power on foreign lands as well as its homeland…   PLEASE NOTE: This is key takeaways and analysis of the book and NOT the original book.    Inside this Instaread of Thomas Jefferson and the Tripoli Pirates: Overview of the book Important People Key Takeaways Analysis of Key Takeaways   About the Author With Instaread, you can get the key takeaways and analysis of a book in 15 minutes. We read every chapter, identify the key takeaways and analyze them for your convenience.

    The renewal of interest in India is all the greater because of what’s happening in neighboring China. For over thirty years, China was the growth engine for many Western multinational companies, but the combination of a slowing economy, rising wages, and increasing political risk has most companies looking for the next China. No other country is better positioned to play that role than India. In the short term, though, India will remain a challenging market, with a well-deserved reputation for corruption, uncertainty, and stultifying bureaucracy. Those hurdles are unlikely to go away soon. Yet India may be on the verge of unprecedented growth. Can you afford to wait or should you plunge into this complex market today? What does it really take to win there? How do executives deal with India’s volatility, uncertainty, and intense competition—and even prosper from it? Ravi Venkatesan, the former Chairman of Microsoft India and Cummins India, offers expert advice on how your company can overcome the unique challenges of the Indian market. He argues that India is in fact an archetype for most developing nations, many of which present similar challenges. Succeeding in India is important not just because it is a big market but also because it is a litmus test for your corporation’s ability to succeed in other emerging markets. If you can win in India, you should be able to win anywhere. Hard as these frontier markets are, Venkatesan argues, the bigger hurdle may well be the internal culture and mind-set at a multinational’s headquarters. The unwillingness to make a long-term commitment or to adequately trust local leadership, combined with the propensity to rigidly replicate the products, business models, and operating systems that have worked at home, drives many companies into a “midway trap.” That often results in India remaining an irrelevantly small contributor to the company’s global growth and profits. Combining personal experience and in-depth interviews with CEOs and senior leaders at dozens of companies—including Microsoft, GE, JCB, Dell, Honeywell, Volvo, Bosch, Deere, Unilever, and Nestlé—Venkatesan shows you how to tackle political changes, policy uncertainty, and corruption and thrive in India. He proves that you can break through, but it takes a very different type of leadership, both locally and at corporate headquarters. If you want to succeed in the twenty-first century, you must succeed in emerging markets. This practical book, written by one of India’s most respected CEOs, gives you the keys to win in India, other emerging markets, and, indeed, globally.

    The LRRPs--Long Range Reconnaissance Patrols--were that new breed of fighting man. They operated in six-man teams deep within enemy territory, and were the eyes and ears of the units they served. This is their story--of perseverence under extreme hardship and uncommon bravery--and how they carried out the war's most hazardous missions.

    These highly-trained, easily-deployable, and widely-skilled infantrymen specialize in airborne assault, raids, recovery of personnel and equipment, and airfield seizure, among other difficult and dangerous missions. Drawing from over two centuries of bloody lessons learned in special operations combat, this guide gives modern soldiers the best advice possible. In straightforward language and a no-frills style, it covers deception, stealth, communications, escape and evasion, ambush operations, perimeter defense, counterintelligence, and much more. Handy and concise, this manual was designed so Rangers could easily carry it into the field. Now it is the ultimate resource for anyone who wants to know how Rangers think and work.

    Having peeked behind the curtain at over 10,000 companies, this book aims to demystify the buyers, the process, and the inevitably emotional journey that is selling a company.Read it. Reference it. Share it.Think about what outcomes are important to you and why. Here's a cheat sheet:I want between $__________ and $___________ of cash as a financial result. (You'll have to pay off debt, taxes, and transaction costs. Also, something is only worth what someone is willing to pay for it.) I want to work for ___ years in my current position, and am willing to consult with the company for ___ years thereafter. (It's okay to say you want to stick with the company long-term, or leave the day of closing.) I'm looking for a buyer/partner that will take the ________ role in the company. (Example roles include advisory board, passive partner, CEO, and CFO.) The characteristics/values of an ideal buyer would be: My ideal timeline for a transaction would be ______, but I'd be happy to sell in _____ years. My top non-financial goals are:

    A strategic plan helps crystalize the future of an organization--mapping a clear path from where the company stands today to where you wish it to be.It may sound complicated, but Brian Tracy knows how to make it simple. Throughout his career, he has shown countless leaders and organizations how to achieve stunning success. In this concise and practical book, he shares the most important lessons for strategic planning. Readers will discover how to:• Ask the five key questions vital to any strategic plan• Determine a corporate mission that lifts and inspires people• Gain valuable insight with market share/market growth and strategy/operations matrices• Define themselves in relation to their competition• Utilize the concept of "driving force"• Anticipate crises• Reposition their business with new products, services, and technologies• Measure success via clear financial objectives• And moreIncorporating examples ranging from Alexander the Great to IBM and General Electric, Tracy gives readers proven ideas for increasing their company's ROI and maximizing their strengths and opportunities. Powerful and portable, Business Strategy will help readers take control of their company's destiny.

    The digital transformation demands that we focus our attention on experiences and outcomes. Business leaders and their organizations must shift to keeping promises—no matter how their customers interact with them.But organizations no longer control the conversation. In this era of social and mobile technology, customers, employees, suppliers, and partners are in direct communication with one another. Those personal networks and the brands they’re passionate about influence their decision making and their spending.The workforce has changed too. Employees expect to be able to determine when and how they will work, the technology they’ll use, and the values their company will espouse.Organizations can take part in this conversation only if they recognize how and where it’s happening. Resisting these changes will leave executives, managers, and their companies powerless. Organizations must pivot with and ahead of these social, organizational, and technological shifts or risk being left behind.Technology guru Ray Wang shows how organizations can surf the waves of change—how they can keep their promises. Current trends, when taken seriously, require a new way of thinking about business that includes five key areas:1. Consumerization of technology and the new C-suite2. Data’s influence in driving decisions3. Digital marketing transformation4. The future of work5. Matrix commerceDigital disruption has changed how we do our work. But by mastering these trends you’ll delight your customers with every interaction.

    Vasu Bhatt is fourteen years old when a mysterious old man spots him at a chess tournament and offers to coach him, on two simple but strange conditions: he would not accompany his student to tournaments, and there was to be no digging into his past. Initially resentful, Vasu begins to gradually understand his master’s mettle. Over eight years, master and student come to love and respect each other, but the two conditions remain unbroken – until Vasu confronts and provokes the old man. Meanwhile, their hard work and strategy pay off: Vasu qualifies for the world chess championship. But can he make it all the way without his master by his side? Inspiring, moving and mercurial, The Last Gambit is a beautiful coming of age tale in a uniquely Indian context.

    Now it's a game for grown-ups. What really sets you apart is the relationships you build with people of influence. These people can include your peers, your employees, your organization's directors, reporters, vendors, and regulators-as well as the people directly above you in the organizational hierarchy.In senior management, you no longer answer to just one boss. There is now a hazy matrix of hundreds of bosses both inside and outside the office, any one of whom can stop you cold or give you a tremendous push forward. "Executive Warfare" offers concrete advice for handling all of them, including YOUR PEERS: They are the most valuable of allies or the most dangerous of enemies THE CEO: Her office is often where the real fairy dust is kept. Make sure you have a good relationship here THE BOARD OF DIRECTORS: They won't judge you fairly if all they see of you is your PowerPoints YOUR DIRECT REPORTS: They are your vital organs, so treat them accordingly. And if you find a blood clot among them-excise that person before he kills you YOUR RIVALS: It's not always wise to shoot at them, but if you do, do "not" shoot to woundIn his bestsellers "Brand Warfare" and "Career Warfare," author David D'Alessandro offered sharp advice for building a brand and building a career. Now "Executive Warfare" is the advanced class for the truly ambitious. Learn what it takes to rise to the top-and to do the even harder thing, which is survive there.

    It gives full details of exactly how to play the game, explains basic theory and includes many examples of play.

    Stroll atop the walls that encircle romantic Dubrovnik, wander through the Roman ruins in the heart of bustling Split, and set sail to the islands of Korcula and Hvar on the glimmering Adriatic. Feel the spray from the waterfalls at Plitvice Lakes National Park. Drive mountain passes in Slovenia's idyllic Julian Alps. And take side-trips to Montenegro's dramatic Bay of Kotor and the Turkish-flavored city of Mostar in Bosnia-Herzegovina.Rick's candid, humorous advice will guide you to good-value hotels and restaurants. He'll help you plan where to go and what to see, depending on the length of your trip. You'll get up-to-date recommendations on what's worth your time and money. More than just reviews and directions, a Rick Steves guidebook is a tour guide in your pocket.

    In The Tao of Chess, the author seamlessly blends the wisdom of a time-honoured spiritual quest for truth with 200 principles that will improve anyone's chess game. By following the author's principles, readers not only come to enjoy the game more, they develop a habit of seeking underlying truth - whether in a chess game or a real-life situation.The Tao of Chess is full of conscise advice, such as:Understanding is more important than memoryFortune favors the braveWhen you see a good move, wait and look for a better moveMistakes tend to come in bunchesTrust your intuition; it's usually rightAuthoritative and easy to follow, this book will turn every reader into a master strategist.

     Mind Games uncovers a host of underhanded, sneaky, and malicious emotional manipulation tactics that manipulators and abusers use to beat you down and control you. We might all be able to recognize blatant abuse, but when we’re emotionally invested, it’s tough to see the little signs that are in front of our faces sometimes. They’ll lead to you feeling worthless and vulnerable, making it almost impossible to truly leave your situation. In this book, I identify many common tactics that you may be intimately and sadly familiar with, complete with real life examples for each to help you identify them in your daily life. What emotionally manipulative tactics will you learn to identify and stop? * Gaslighting and telling you that your concern is an overreaction, or quite simply wrong. * How the silent treatment is used as punishment and forces compliance. * Playing the victim and how it transforms your issues into guilt and pity. * Your abuser's time machine and how they use it to their advantage. More importantly: * An analysis of the psychology behind why your partner acts they way they do... and why you stay. * Guidelines for how to deal with a partner that is your manipulator and abuser. * Why your abuser loves controlling you, not necessarily you. Emotional manipulation tactics are still abuse, even if there are no physical signs. Gain the knowledge and subsequent courage you need to leave your situation and find true happiness, not someone else's definition of it. Learn to detect when your abuser is not acting in your best interest, and exactly how they make you believe that they are. Start re-writing the rules to your abuser's mind games.