Learn to apply their proven insight and methods for success into your own life!

    At the core of Apple's success and intense customer loyalty, however, aren't just "Insanely Great" products, but great people who are informed, empowered, and motivated to deliver an unbeatable customer experience. In The Apple Experience, internationally bestselling author Carmine Gallo details the principles and practices behind this total commitment to the customer and explains how your brand can achieve outstanding results by delivering this same high standard of service.Carmine Gallo interviewed professionals at all levels who have studied Apple, and he spent hundreds of hours observing the selling floor in Apple's retail space and learning about Apple's vision and philosophy. Using insights and data from these sources, he breaks down Apple's customer centric model to provide an action plan with three distinct areas of focus:* Inspire Your Internal Customer with training, support, and communications that create a "feedback loop" for improving performance at every level* Serve Your External Customer with irresistible brand stories and dedicated salespeople who embody the APPLE five steps of service -- Approach, Probe, Present, Listen, End with a fond farewell* Set the Stage by ensuring that no element is overlooked in creating an immersive retail environment where customers can see, touch, and learn about your productsWith The Apple Experience, you can improve the return on your investment in retail by adding real value to every customer interaction. Better still, any business that deals with people -- employees or customers -- can adopt the techniques to achieve Apple-like market dominance by enriching lives, building loyalty, and reimagining the customer experience.

    Yet division and discord risk undermining our response, just when we need to come together. Global partnership and leadership are lacking, free trade and globalization are under attack, and populism continues to breed intolerance and disruption.At this critical time in history, the imperative to reimagine our economies and companies could not be more urgent. Fortunately, many in the business community—from large corporations to microenterprises—are helping to solve our most profound challenges by deploying long-term, purpose-led business models that put people and planet first. And they are profiting on this new path with new tools, AI and data-driven transparency, and radical improvements in the economics of clean technologies.The key question has flipped from Why would you do sustainability? to Why wouldn't you?In this paradigm-shifting book, former Unilever CEO Paul Polman and sustainable-business guru Andrew Winston provide a model to help leaders build companies that contribute more to the world than they use or take—that is, net positive companies. They bypass the last gasps of denial to show how purpose and profits are inextricably linked and how collective action can deliver the scale of change and transformation the world needs.Net Positive outlines the principles and practices for surviving and thriving, based on the experience of one world-leading company, Unilever, and other groundbreaking global organizations. This essential book is for leaders, executives, managers, and professionals who want to succeed, but know that winning requires caring deeply about serving the world. Building a net positive company is the key, and this book shows the way.

    One essentially comes from the Harvard Business School camp, and it’s perhaps best described as “Thou Shalt Collaborate.” This approach teaches that negotiating parties should always work together toward common interests. The other school of thought, mostly pushed by author/consultant Roger Dawson, takes an opposite approach. Call it “Thou Shalt Compete,” this approach is always overtly or subtly adversarial. The One Minute Negotiator differs in that it doesn’t single-mindedly push one strategy over the other—in the real world every negotiation differs depending on the participants and the circumstances. The authors provide an easy-to-use tool that allows you to understand your own negotiation strategy and quickly match it to the negotiation strategy used by the other side and to the situation.   Too many people lose out in negotiations because of apprehension and misunderstanding about the process—what the authors call “negotiaphobia”. By providing a simple, straightforward process anyone can use The One Minute Negotiator to help conquer their fears and achieve the most beneficial outcome in all their dealings.

    Marshaling evidence from two decades of field research, scholars and consultants Monica Worline and Jane Dutton show that alleviating such suffering confers measurable competitive advantages in areas like innovation, collaboration, service quality, and talent attraction and retention. They outline four steps for meeting suffering with compassion and show how to build a capacity for compassion into the structures and practices of an organization--because ultimately, as they write, "Compassion is an irreplaceable dimension of excellence for any organization that wants to make the most of its human capabilities."

    Willis Johnson, the founder of Copart [CPRT], offers up a personal and inspirational account of this journey to the top including lessons he learned from love, war and building a global, multi-billion dollar business. Even at the pinnacle of success, Willis remained grounded in his family-first values. His stories will inspire and provoke the entrepreneur in everyone to start building their dream.

    Please read this book and help create workplaces with honest engagement and access for all." --Marshall Goldsmith, Thinkers 50 #1 Executive Coach and two-time #1 Leadership Thinker in the worldThe ugly truth about diversity is that some people worry they must give up their power for others to have a chance. La'Wana Harris's Inclusion Coaching method helps people realize that sharing power isn't the same as losing it.The elephant in the room with diversity work is that people with privilege must use it to allow others equal access to power. This is often why diversity efforts falter--people believe in diversity until they feel that they have to give something up. How do we talk them through this shift?La'Wana Harris introduces Inclusion Coaching, a new tool based on cutting-edge research that identifies the stages of preparation, implementation, and "self-work" necessary to help individuals, teams, and organizations build a sustainable culture of inclusion. Harris's six-stage COMMIT model--Commit to courageous action, Open your eyes and ears, Move beyond lip service, Make room for controversy and conflict, Invite new perspectives, and Tell the truth even when it hurts--provides a proven process for making people aware of their own conscious and unconscious biases and concrete steps to make inclusion an embedded reality.Harris offers managers and diversity coaches new models to empower everyone from employees to CEOs to "do" inclusion and address deep-rooted biases that are often invisible. She addresses the growing need to challenge bias and build authentic cultures where everyone can feel a sense of belonging.

    Every so often employees are sent to “Brainstorm Island”: an off-site replete with trendy lectures, creative workshops, and overenthusiastic facilitators. But once they return, it’s back to business as usual.Innovation experts Paddy Miller and Thomas Wedell-Wedellsborg suggest a better approach. They recommend that leaders at all levels become “innovation architects,” creating an ecosystem in which people engage in key innovation behaviors as part of their daily work.In short, this book is about getting to a state of “innovation as usual,” where regular employees—in jobs like finance, marketing, sales, or operations—make innovation happen in a way that’s both systemic and sustainable.Instead of organizing brainstorming sessions, idea jams, and off-sites that rarely result in success, leaders should guide their people in what the authors call the “5 + 1 keystone behaviors” of innovation: focus, connect, tweak, select, stealthstorm, (and the + 1) persist:• Focus beats freedom: Direct people to look only for ideas that matter to the business• Insight comes from the outside: Urge people to connect to new worlds• First ideas are flawed: Challenge people to tweak and reframe their initial ideas• Most ideas are bad ideas: Guide people to select the best ideas and discard the rest• Stealthstorming rules: Help people navigate the politics of innovation• Creativity is a choice: Motivate everyone to persist in the five keystone behaviorsUsing examples from a wide range of companies such as Pfizer, Index Ventures, Lonza, Go Travel, Prehype, DSM, and others, Innovation as Usual lights the way toward embedding creativity in the DNA of the workplace.So cancel that off-site. Instead, read Innovation as Usual—and put innovation at the core of your business.

    This enables you to scan, absorb, and share the management insights with others. A leader's singular job is to get results. But even with all the leadership training programs and "expert" advice available, effective leadership still eludes many people and organizations. One reason, says Daniel Goleman, is that such experts offer advice based on inference, experience, and instinct, not on quantitative data. Now, drawing on research of more than 3,000 executives, Goleman explores which precise leadership behaviors yield positive results. He outlines six distinct leadership styles, each one springing from different components of emotional intelligence. Each style has a distinct effect on the working atmosphere of a company, division, or team, and, in turn, on its financial performance. The styles, by name and brief description alone, will resonate with anyone who leads, is led, or, as is the case with most of us, does both. Coercive leaders demand immediate compliance. Authoritative leaders mobilize people toward a vision. Affiliative leaders create emotional bonds and harmony. Democratic leaders build consensus through participation. Pacesetting leaders expect excellence and self-direction. And coaching leaders develop people for the future. The research indicates that leaders who get the best results don't rely on just one leadership style; they use most of the styles in any given week. Goleman details the types of business situations each style is best suitedfor, and he explains how leaders who lack one or more of these styles can expand their repertories. He maintains that with practice leaders can switch among leadership styles to produce powerful results, thus turning the art of leadership into a science.

    City infrastructure was crumbling, strong financial policies and systems were nonexistent, many executive positions were vacant, public satisfaction was low, ethical standards were weak, and public safety union salaries and benefits were outpacing revenues, crowding out other essential city services. Simply put: San Antonio was on the verge of collapse.Greedy Bastards tells the story of Sheryl and her new team's uphill battle to turn around San Antonio city government. She takes you behind closed doors to share the hard changes she made and the strategies she used to create mutually beneficial solutions to the city's biggest problems.Many of the issues Sheryl found in San Antonio are present in cities across the US. Packed with wins and losses, lessons learned, and pitfalls encountered, Greedy Bastards is a guidebook for any city official tasked with turning around a struggling city.

    But fully 70 percent of digital transformations fail.Why? Tony Saldanha, a globally awarded industry thought-leader who led operations around the world and major digital changes at Procter & Gamble, discovered it's not due to innovation or technological problems. Rather, the devil is in the details: a lack of clear goals and a disciplined process for achieving them. In this book, Saldanha lays out a five-stage process for moving from digitally automating processes here and there to making digital technology the very backbone of your company. For each of these five stages, Saldanha describes two associated disciplines vital to the success of that stage and a checklist of questions to keep you on track.You want to disrupt before you are disrupted--be the next Netflix, not the next Blockbuster. Using dozens of case studies and his own considerable experience, Saldanha shows how digital transformation can be made routinely successful, and instead of representing an existential threat, it will become the opportunity of a lifetime.

    In her new book, SQ21: The Twenty-One Skills of Spiritual Intelligence, Cindy helps us understand how spiritual intelligence is analogous to such concepts as IQ and emotional intelligence (EQ). Using clear, practical language she defines the 21 skills that comprise spiritual intelligence and in doing so, teaches you the steps to begin developing your own spiritual intelligence. Cindy refers to her method as spiritual weightlifting-a process whereby we work to develop our muscles to shift away from thinking with our self-focused ego to behaving from our more loving and peaceful Higher Self. Her model is both faith-friendly and faith-neutral, and SQ21 offers a way for atheists, people of faith, and those who are spiritual but not religious to understand each other and discuss our universal concerns. These skills are especially crucial for those in positions of leadership, since they help us to make decisions on a higher level while in the midst of stress, complexity, and high rates of change. If you want more peace, wisdom and compassion in your life - SQ21 is the book for you.

    But the reality often falls short... Now imagine having a team where everyone steps up and performs all of the leadership tasks. Imagine a team that is constantly sharing knowledge and pushing the envelope--one that does long term planning and produces outstanding performance. A Team of Leaders shows readers how to design systems that nurture the leadership potential of every employee--the key to creating high-performance teams. The book's proven principles and techniques include: ● The Five-Stage Team Development Model that maps the transition from traditional to self-directed teams ● Best practices in team process design ● A Team Value Creation Tool that allows members to appreciate the significance of what they contribute each day ● Visual Management ● And more Filled with real-world examples, this fresh approach transforms passive groups of disparate people into effective teams of leaders--workplace teams that work!

    Written by two leading OKRs consultants and researchers, this book provides a one-stop resource for organizations looking to quantify qualitative goals and ensure each team focuses their efforts to make measureable progress on their most important goals. You'll learn how OKRs came to be and how leading companies use them every day to help teams and employees stretch their thinking about what's possible, build their goal-setting muscles and achieve results that reflect their full potential. From the basic framework to a detailed dissection of best practices, this informative guide walks you through real-world implementations to help you get the most out of OKRs.OKRs help employees work together, focus effort, and drive the organization forward. Key results are used to define what it means to achieve broad, qualitative goals, and imperatives like 'do it better' are transformed into clear, measureable markers. From the framework's inception in the 1980s to its popularity in today's hyper-competitive environment, OKRs make work more engaging and feature frequent feedback cycles that enable workers to see the progress they make at work each and every day. This book shows you everything you need to know to implement OKRs effectively. Understand the basics of OKRs and their day-to-day use Learn how to gain the executive support critical to a successful implementation Maintain an effective program with key assessment tips Tailor the OKRs framework to your organization's needs"OKRs Step-by-Step" is your key resource for designing, planning, implementing, and maintaining your OKRs program for sustainable company-wide success.

    Since the book was first published, Net Promoter has transformed companies, across industries and sectors, constituting a game-changing system and ethos that rivals Six Sigma in its power.In this thoroughly updated and expanded edition, Reichheld, with Bain colleague Rob Markey, explains how practitioners have built Net Promoter into a full-fledged management system that drives extraordinary financial and competitive results. With his trademark clarity, Reichheld:� Defines the fundamental concept of Net Promoter, explaining its connection to your company’s growth and sustained success� Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers� Shares new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their businessPractical and insightful, The Ultimate Question 2.0 provides a blueprint for long-term growth and success.