So why do so many companies act like adrenalin junkies, chasing after new customers at the expense of creating deeper, more profitable relationships with the ones they already have? Evergreen exposes the mad pursuit for what it is: a brief spike in metrics and an ongoing revenue drain, as one-time customers fail to return. A better solution is to shift resources from attracting new customers to engaging the base--the path to stable growth, season after season. The book's entertaining stories and action steps reveal how anyone can: * Cultivate the 3Cs of evergreen companies: character, community, and content * Build loyalty programs that turn satisfied customers into enthusiastic advocates * Nurture profitable customers while pruning those who sap time and money * Inject authenticity into social media communications * Invert the expectations gap that can drive customers away From Internet startups and mom-and-pop businesses to multinational giants, strong companies are rooted in customer retention. Evergreen helps anyone merge high-tech tools with the personal touch to forge lasting bonds and steady profits.

    This definitive box set includes all the landmark speeches of the great orator and American leader Martin Luther King, Jr., from his inspirational "I Have a Dream" to his firey "Give Us the Ballot." Comprised of recordings previously included in A Call to Conscience and A Knock at Midnight, THE ESSENTIAL BOX SET is a must-have for any home, library, or school collection.

    After a million online views in seventeen different languages, people all over the world are still debating the answer.There are millions of people—HR consultants, communication coordinators, telemarketing researchers, corporate lawyers—whose jobs are useless, and, tragically, they know it. These people are caught in bullshit jobs.Graeber explores one of society’s most vexing and deeply felt concerns, indicting among other villains a particular strain of finance capitalism that betrays ideals shared by thinkers ranging from Keynes to Lincoln. Bullshit Jobs gives individuals, corporations, and societies permission to undergo a shift in values, placing creative and caring work at the center of our culture. This book is for everyone who wants to turn their vocation back into an avocation.

    This is the story of how Kristen Hadeed built Student Maid, a cleaning company where people are happy, loyal, productive, and empowered, even while they’re mopping floors and scrubbing toilets. It’s the story of how she went from being an almost comically inept leader to a sought-after CEO who teaches others how to lead.   Hadeed unintentionally launched Student Maid while attending college ten years ago. Since then, Student Maid has employed hundreds of students and is widely recognized for its industry-leading retention rate and its culture of trust and accountability. But Kristen and her company were no overnight sensa­tion. In fact, they were almost nothing at all. Along the way, Kristen got it wrong almost as often as she got it right. Giving out hugs instead of feed­back, fixing errors instead of enforcing accountability, and hosting parties instead of cultivating meaning­ful relationships were just a few of her many mistakes. But Kristen’s willingness to admit and learn from those mistakes helped her give her people the chance to learn from their own screwups too. Permission to Screw Up dismisses the idea that leaders and orga­nizations should try to be perfect. It encourages people of all ages to go for it and learn to lead by acting, rather than waiting or thinking. Through a brutally honest and often hilarious account of her own strug­gles, Kristen encourages us to embrace our failures and proves that we’ll be better leaders when we do.

    And your life is literally shaped by it.Many of the decisions you make are decided by talking. You may be in a restaurant asking a waiter for an unusual substitution, urging a service manager to get your car finished sooner rather than later, or trying to sway your significant other toward a particular film or show. Or you might be trying to build more cooperative relationships at the office.No matter why you engage in face-to-face talk, though, there's no way to insulate yourself from the dangers of miscommunication. Your ability to use the art of talk to effectively convey who you are and to build solid relationships not only influences the success of your friendships, romantic life, and everyday encounters, but also how you experience your workplace. Studies show that using conversational skills properly in that arena makes you more productive, happier, and less stressed.But the truth is that most of us don't understand nearly as well as we could how conversation really works, whether in the office or out of it, with both parties often having entirely different perceptions of what the words and gestures passing back and forth are meant to convey. Even more important, most of us aren't as successful as we could be in making those conversations work better for us. Even when we're more skilled at it than the average person, we often give up the opportunity to be even better, leaving a lot of potential success and happiness on the table.Effective Communication Skills is your chance to learn more about how you communicate verbally, the common problems you can encounter in doing so, and how you can improve your own effectiveness—especially by overcoming the psychological and biological hard-wiring that too often gets in the way.In 24 mind-opening lectures, Professor Dalton Kehoe of Canada's York University brings more than four decades of experience as an award-winning teacher, author, and successful business consultant to this exploration of what's really going in any conversation you take part in.

    Rockefeller is considered to be the wealthiest man to have ever lived, after adjusting for inflation. An American businessman who made his wealth as a cofounder and leading figure of the Standard Oil Company, he also had a pivotal role in creating our modern system of philanthropy.Collected in John D. Rockefeller on Making Money are the words from the man himself, offering advice on how to successfully start and manage a booming business, as well as the most efficient ways to preserve your wealth once you have acquired it. These quotes also cover:Happiness in the face of great wealthMoney and its effectsThoughts on facing public criticismThoughts on big business in the USAIncluded are John D. Rockefeller’s thoughts on the most sage and conscientious manner of distributing and sharing your wealth when your wealth is overflowing. Finally, we get a glimpse into Rockefeller’s life with the inclusion of some of his most personal correspondence.

    With engaging stories and keen insights the authors delve into the fundamental aspects of leadership to help students keep pace with our ever-changing world.

    We face new challenges every day in our jobs and in our personal lives. Those who can handle change are the most fulfilled. Those who fear change will find it hardest to thrive. As a head teacher, Richard Gerver famously transformed a failing school into one of the most acclaimed learning environments in the world - in just two years. As a hugely popular speaker and author, he now helps individuals and companies to embrace change. This book is his powerful personal reflection on change, full of wisdom and practical insights. Whether you are leading a company through change or looking for a new direction in life, let Richard Gerver be your guide.

    But our record will not be what motivates me. Years ago I was asked, 'Pete, which is better: winning or competing?' My response was instantaneous: 'Competing. . . because it lasts longer.'" Pete Carroll is one of the most successful coaches in football today. As the head coach at USC, he brought the Trojans back to national prominence, amassing a 97-19 record over nine seasons. Now he shares the championship-winning philosophy that led USC to seven straight Pac-10 titles. This same mind=set and culture will shape his program as he returns to the NFL to coach the Seattle Seahawks. Carroll developed his unique coaching style by trial and error over his career. He learned that you get better results by teaching instead of screaming, and by helping players grow as people, not just on the field. He learned that an upbeat, energetic atmosphere in the locker room can coexist with an unstoppable competitive drive. He learned why you should stop worrying about your opponents, why you should always act as if the whole world is watching, and many other contrarian insights. Carroll shows us how the Win Forever philosophy really works, both in NCAA Division I competition and in the NFL. He reveals how his recruiting strategies, training routines, and game-day rituals preserve a team's culture year after year, during championship seasons and disappointing seasons alike. Win Forever is about more than winning football games; it's about maximizing your potential in every aspect of your life. Carroll has taught business leaders facing tough challenges. He has helped troubled kids on the streets of Los Angeles through his foundation A Better LA. His words are true in any situation: "If you want to win forever, always compete."

    Think again. No Nonsense is a game-changing autobiography which will redefine the most fascinating figure in British football. It is the raw yet redemptive story of a man shaped by rejection and the consequences of his mistakes. He has represented England, and been a pivotal player for Manchester City, Newcastle United, Queens Park Rangers, Marseille and Burnley, but his career has featured recurring controversy. The low point of being sent to prison for assault in 2008 proved to be the catalyst for the re-evaluation of his life.No Nonsense reflects Barton’s character – it is candid, challenging, entertaining and intelligent. He does not spare himself, in revealing the formative influences of a tough upbringing in Liverpool, and gives a survivor’s insight into a game which to use his phrase 'eats people alive'. The book is emotionally driven, and explains how he has redirected his energies since the birth of his children. In addition to dealing with his past, he expands on his plans for the future. The millions who follow his commentaries on social media, and those who witnessed him on BBC’s Question Time, will be given another reason to pause, and look beyond the caricature.

    It already drives most of the world’s top technology companies. And now it’s starting to spread to every domain where leaders wrestle with complex projects. If you’ve ever been startled by how fast the world is changing, Scrum is one of the reasons why. Productivity gains of as much as 1200% have been recorded, and there’s no more lucid – or compelling – explainer of Scrum and its bright promise than Jeff Sutherland, the man who put together the first Scrum team more than twenty years ago. The thorny problem Jeff began tackling back then boils down to this: people are spectacularly bad at doing things with agility and efficiency. Best laid plans go up in smoke. Teams often work at cross purposes to each other. And when the pressure rises, unhappiness soars. Drawing on his experience as a West Point-educated fighter pilot, biometrics expert, early innovator of ATM technology, and V.P. of engineering or CTO at eleven different technology companies, Jeff began challenging those dysfunctional realities, looking for solutions that would have global impact. In this book you’ll journey to Scrum’s front lines where Jeff’s system of deep accountability, team interaction, and constant iterative improvement is, among other feats, bringing the FBI into the 21st century, perfecting the design of an affordable 140 mile per hour/100 mile per gallon car, helping NPR report fast-moving action in the Middle East, changing the way pharmacists interact with patients, reducing poverty in the Third World, and even helping people plan their weddings and accomplish weekend chores. Woven with insights from martial arts, judicial decision making, advanced aerial combat, robotics, and many other disciplines, Scrum is consistently riveting. But the most important reason to read this book is that it may just help you achieve what others consider unachievable – whether it be inventing a trailblazing technology, devising a new system of education, pioneering a way to feed the hungry, or, closer to home, a building a foundation for your family to thrive and prosper.

    Every day he would descend 3,500 feet into the Grimethorpe pit. But at weekends, Andy inhabited a very different world — thousands of feet above the pitheads of the colliery. Introduced to his local mountaineering club while a miner, he soon learned to cherish this newfound freedom. Living through the coalminer’s strikes of the mid-eighties — the guilt, the broken friendships, the poverty — Andy continued to indulge his passion, and in 1986, after much soul-searching, he quit the mines in order to take up mountaineering professionally. At the same time he decided to educate himself, acquiring, almost from a standing start, academic qualifications including a PhD. in sociology. This extraordinary twin odyssey is graphically recalled in this remarkable book. Andy also recounts the grim tale of one of the steepest and most difficult summits in the world — the north face of Changabang in the Himalaya. Seventeen days later, he and two of his teammates — his best friend had already perished — crawled into base camp, frostbitten and emaciated. His account of this terrifying experience provides a dramatic climax to this extraordinary story. Learning to Breathe is first and foremost a lively and humorous memoir, written with energy and insight, about two very different groups of men, each navigating equally inhospitable worlds. Finally, on a larger scale, it is an examination of our ability to draw on inner strengths and the strengths of others.

    Years later, with the launch of Pantaloons, Big Bazaar, Food Bazaar, Central and many more retail formats, he redefined the retailing business in India. Incidentally, Kishore Biyani’s objective is to capture every rupee in the wallet of every Indian consumer, wherever they are - an investment banker living in a south Mumbai locality or a farmer in Sangli. As large business houses enter the retail space, Kishore Biyani is not just concentrating on retail but aiming to capture the entire Indian consumption space. From building shopping malls, developing consumer brands to selling insurance, he is getting into every business where a customer spends her money.

    Admired for its clarity and zest, Impro lays bare the techniques and exercises used to foster spontaneity and narrative skill for actors. These techniques and exercises were evolved in the actors' studio, when he was Associate Director of the Royal Court and then in demonstrations to schools and colleges and ultimately in the founding of a company of performers called The Theatre Machine.Divided into four sections, 'Status', 'Spontaneity', 'Narrative Skills' and 'Masks and Trance', arranged more or less in the order a group might approach them, the book sets out the specific approaches which Johnstone has himself found most useful and most stimulating. The result is a fascinating exploration of the nature of spontaneous creativity.

    Most leaders need reminding everyday that with their privileges comes responsibility and obligation. If any young man or woman seeking to become a leader and not a manager only reads one book on leadership, let it be this one!