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.

    Filled with the most recognizable Indian comic characters, from Suppandi to Shikari Shambu, from Kalia the Crow to the Defective Detectives, Tinkle Digest also features new work by some of India's most exciting writers and artists for children. And that's not all! Each issue comes with loads of knowledge pages, facts and value education. The perfect size to read anywhere, Tinkle Digest will never disappoint.

    Keep this ammo on your bookshelf if ever you find yourself in a lurch." ~ Sean Work, Director of Inbound Marketing, KISSmetrics "You could easily find 1,000 books and courses about blogging like a pro, but you won’t find a more useful and engaging one. Henneke’s book will answer every question you have, give you countless shortcuts, and light a fire under your butt to start cranking out hot blog posts. It’ll also make you hungry." ~ Barry Feldman, Feldman Creative "Henneke's book might be the most useful guide on business blogging ever written. I highly recommend it to anyone who’s blogging to promote their company." ~ Jon Morrow, CEO and Founder of Boost Blog Traffic LLC Would you like to win customers with your blog? Are your blog posts not as good as you’d like them to be? Or are you unsure what to blog about? Blog to Win Business teaches you how to write blog posts your customers love to read and share. This practical book takes you through the various elements of blog writing – from developing a unique voice to generating ideas and composing compelling headlines. This book doesn’t just explain how to write a blog, it also helps you decide what to write and how to position your blog as a must-read resource in your industry. It has been described as probably the most useful guide to business blogging. Your guide to writing a company blog This guide explains in simple steps how to write blog posts that engage readers and woo clients: Write lip-smackingly good headlines that entice people to read your posts Position your blog as a voice of authority Generate an endless stream of ideas for blog posts your customers crave to read Make your blog more engaging by describing your ideal reader Develop a unique voice to stand out in a sea of me-too blogs Captivate your readers with your blog opening Inspire your readers with your final paragraph Create a natural flow to hypnotize your readers Seduce Google to send you relevant traffic This guide is easy to read and fun. It includes straightforward advice on how to practice and improve your blog writing. Would you like to gain more readers and turn them into customers? Blog to Win Business also includes: The 5 mistakes you must avoid when defining your blog purpose How to get unstuck when your fountain of inspiration runs dry A complete editing checklist to make your blog posts more conversational The 4 rules for writing delicious sentences The 3-step formula for writing irresistible headlines This is NOT a stuffy, lengthy text book. All information is straightforward and written in plain English. Who this book is for Are you a freelancer or small business owner looking to promote your company with a blog? This book contains practical, down-to-earth advice that you can actually use.

    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.

    Marketing guru Jack Trout intends to make a lot of people, who made the mess, very uncomfortable: Advertisers are criticized as people who look for the creative and edgy, not the obvious. They will not be happy.Marketing people are criticized for getting hopelessly entangled in corporate egos and complicated projects. They will not be happy.Research people are criticized for generating more confusion than clarity. They will not be happy.Some big companies are criticized for their ill-fated marketing programs or lack of proper strategy. They will not be happy.Wall Street is criticized for putting too much emphasis on growth that is unnecessary and can be destructive to a brand. They will just ignore this criticism and continue trying to make as much money as they can.But this is a book not written to make people happy but to explain to marketers what their real problem is. Only then will they begin to look for the obvious solutions that will separate their products from their competitors -- in a way that is equally obvious to customers. All this comes with no jargon, no numbers, no complexity, and a great deal of common sense.

    Here are the landmark ideas that have established the Harvard Business Review as required reading for ambitious businesspeople in organizations around the globe. Each volume contains a specially selected set of articles from Harvard Business Review and is designed to help you master an important management topic. Articles include: Strategy and the Internet by Michael Porter; Strategic Stories: How 3M is Rewriting Business Planning by Gordon Shaw, Robert Brown, and Philip Bromiley; Having Trouble with Your Strategy? Then Map It by Robert Kaplan and David Norton; Strategy as Simple Rules by Kathy Eisenhardt and Donald Sull; How Financial Engineering Can Advance Corporate Strategy by Peter Tufano; Transforming Corner Office Strategy in Frontline Action by Orit Gadiesh and James Gilbert; Where Value Lives in a Networked World by Mohanbir Sawhney and Deval Parikh; and The Super Efficient Company by Michael Hammer.

    Sears distils over 20 years’ experience as a management consultant and coach into six simple conversational structures that cover every management situation. A natural storyteller with a great narrative gift, Sears delivers his message in an entirely unique manner – as a work of business fiction. In this compelling and highly instructive tale you can follow the journey of newly promoted Operations Manager Sam Mitchell as he faces the everyday pressures and challenges of managing a team, and then relate his experiences to real life scenarios in your workplace. Conversation #1 – What can you do about that? Conversation #2 – Who should really own this? Conversation #3 – How should we be behaving? Conversation #4 – Who’s really doing this? Conversation #5 – Where are we heading? Conversation #6 – How are we doing?   This highly practical guide concludes with a simple how-to chapter, explaining why and how each conversation works, and when to use them, as well as providing accompanying tips and techniques. The Six Conversations of a Brilliant Manager is an instantly-applicable and hugely powerful toolkit for every manager and HR department looking to get the very best out of their people.

    Never ask for the order. Get an I.O.U. for everything you do. Don t spill your candy in the lobby.Until now, these unique rules (and 45 more) were given out only to Sandler Training clients in special seminars and private coaching. After three decades of proven success, the secrets are out in The Sandler Rules. And when salespeople know the rules, they get results.Early in his sales career, David Sandler observed that some salespeople work hard and struggle for every deal, while others consistently, and almost effortlessly, uncover new opportunities and close sales. Why is it, he wondered, that two salespeople selling the same product in the same market can have such different results?Are great salespeople born with a special gift--perhaps the right personality? Were they better educated? Did they have more experience? Were they just lucky to find themselves in the right places at the right times with the right people? No, they simply understood human relationships.Using Eric Berne's Transactional Analysis, Sandler devised a selling system and distilled forty-nine unforgettable rules that are frank, sometimes fun, and always easy to put to use. Sandler Training CEO David Mattson, coauthor of Five Minutes with VITO, delivers this fresh and often funny guidebook, filled with real-world tactics for successful prospecting, qualifying, deal-making, closing, and referral generation.In the first week of release, the Amazon ranking of The Sandler Rules shot to:#1 in the Sales and Selling category#2 in Hot New Releases--business books#3 in business books#23 worldwide!

    In order to survive-let alone thrive-companies must be able to anticipate and adapt to change, or face rapid, brutal extinction. In Clockspeed, Charles Fine draws on a decade’s worth of research at M.I.T.’s Sloan School of Management to introduce a new vocabulary for understanding the forces of competition and making strategic decisions that will determine the destiny of your company, as well as your industry.Taking inspiration from the world of biology, Fine argues that each industry has its own evolutionary life cycle (or “clockspeed”), measured by the rate at which it introduces new products, processes, and organizational structures. Just as geneticists study the fruit fly to gain insight into the evolutionary paths of all animals, managers in any industry can learn from the industrial fruit flies-such as Internet services, personal computers, and multimedia entertainment-which evolve through new generations at breakneck speed. Applying the lessons of the fruit flies to industries as diverse as bicycles, pharmaceuticals, and semiconductors, Fine illustrates how competitive advantage is lost or gained by how well a company manages dynamic web of relationships that run throughout its chain of suppliers, distributors, and alliance partners.Packed with revolutionary concepts and tools to help managers make key strategic decisions that affect current and future performance, Clockspeed shows, as no other book before it, how the ultimate core competency is mastering the art of supply chain design, carefully choosing which components and capabilities to keep in-house and which to purchase from outside.The consequences of faulty of visionary decisions can be enormous and dramatic. Witness the case of IBM in the early 1980s, when it outsourced key PC components to Microsoft and Intel, unleashing the “Intel Inside” phenomenon and a complete restructuring of the computer industry. Going further, Fine sees the personal computer as merely a component in the vast information-entertainment industry, which evolves at speeds unimagined a few years ago. He uses this “fruit fly” as well to peer into the future of industrial evolution and find practical advice for players in all industries, from automobiles to health care information systems.Clockspeed not only serves up some new “laws” of value chain dynamics, but it also offers recommendations for achieving industry leadership through simultaneous product, process, and supply chain design. In challenging managers to think like corporate geneticists Clockspeed contributes the next creative leap in business strategy.

    Written by highly respected experts and prestigious scholars, Hitt/Ireland/Hoskisson's STRATEGIC MANAGEMENT: COMPETITIVENESS AND GLOBALIZATION, CONCEPTS AND CASES, 10E provides an intellectually rich, yet thoroughly practical analysis of strategic management today. This unique text is the only one to integrate the classic industrial organization model with a resource-based view of the firm to give readers a complete understanding of how today's businesses use strategic management to establish a sustained competitive advantage. The authors present cutting-edge research and strategic management trends within a strong global focus, using memorable examples from more than 600 companies. A wealth of learning features and selection of 30 all-new compelling cases prepare your students to face the broad range of critical issues confronting contemporary managers. Engaging video cases, CengageNOW online teaching tools, and a complete electronic business library keeps study current and relevant.

    This book helps put you in the driver's seat to embrace the journey and love your career." —Rebecca Minkoff, Founder of Rebecca Minkoff & The Female Founder CollectiveYOU ARE DESERVING OF A CAREER YOU LOVE.Fran Hauser, best-selling author of The Myth of the Nice Girl , follows up with a workbook for women who want to get more out of their careers. Embrace the Work, Love Your Career combines accessible advice, time-tested strategies, creative prompts, and thoughtful exercises into one holistic resource. Stemming from years of experience in senior leadership at Time Inc.'s People, InStyle and Entertainment Weekly as well as AOL and Coca-Cola Enterprises, Hauser centers her career guidance around six main actions:Fall in love with your careerDesign your career action planCreate time and spaceKnow your valueBuild your dream teamReflect and resetEach chapter starts with practical advice and includes prompts and exercises to help readers create their own personal career action plans. Palate-cleansing meditations and coloring breaks conclude each chapter, offering chances for calming reflection. Through simple, inspiring, and actionable tools, Embrace the Work, Love Your Career teaches women to be empowered to focus on the things that truly matter, set boundaries and, ultimately, realize their full potential.PRAISE FOR FRAN HAUSER:Named one of the "6 Most Powerful Women in NYC's Tech Scene" by Refinery29 "Is it possible to be both kind and a total badass? Yes—and Fran Hauser tells us how." — goop "Fran Hauser turns the 'nice girl' notion on its head."— Forbes "Fran gets into the mess—and gets specific—explaining how she has learned to handle all kinds of uncomfortable moments with authenticity and grace" — Refinery29

    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.

    Discover the mindsets of the best, install the rituals of the icons, run the habits of the heroes and massive improvements will be yours for the taking. In The Little Black Book of stunning success, Robin Sharma - one of the true masters of leadership + elite performance on the planet - shares the potent insights that have helped so many people just like you do legendary work, live remarkable lives and lift everyone around them in the process. If you're truly ready to live your dreams, this book is your fuel. Dream. Dare. Lead. Learn. Craft. Create. Produce. Perfect. Iterate. Optimize. Inspire. Impact. Win. Repeat. Push. Rest. Love. Live.

    This book shows you writing methods to get best qualified, referred to a supervisor, interviewed, and hired! Effectively include KSAs in your resume with accomplishments. Maximize readability with the Outline Format federal resume. Analyze vacancy announcements for keywords. Master the Assessment Questionnaire. Format your USAJOBS federal resume for readability. Includes dozens of sample federal resumes in the Outline Format with KSAs!

    R. Vaidyanathan delves deep into India Uninc. and presents a persuasive case for why the latter is really what is at the heart of our economy, and why any growth story about India is incomplete if that real engine of our growth is ignored. The author argues that the real India story, over generations, lies with the many proprietorship and partnership firms, small manufacturing units, kirana stores, single entrepreneurs and household enterprises. That they are being finally given their due, in this important study, is the result of many years of cutting-edge research, which lays bare the lopsided viewpoints of policy-makers and ‘experts’, and urges a broader vision of the country’s economy. The small entrepreneur says Prof. Vaidyanathan, should prevail over crony capitalism. Scholarly yet accessible, and offering a wealth of information on an uncharted territory, India Uninc. is a must-read for anybody who aspires to understand the Indian economy —as well as India itself.