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Required Reading

The Ultimate Question 2.0: How Net Promoter Companies Thrive in a Customer-Driven World by Fred Reichheld

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 business

  • [More About This Book]   Mar-18-2012

     

    Seeing the Big Picture: Business Acumen to Build Your Credibility, Career, and Company by Kevin Cope

    Seeing the Big Picture simplifies the complexities of businesses large and small and shows you how a deep understanding of your company can help build the credibility and career you want. And it can make your work more fulfilling and purpose-driven by highlighting how you influence the success of your team, department, or organization.

    All companies are driven to success or failure by the same five simple drivers: cash, profit, assets, growth, and people. Kevin Cope, founder of Acumen Learning, will help you appreciate how your day-to-day decisions can balance these drivers and contribute to the big picture of your organization s success. You'll discover the acumen you need to bring real value and passion to your work.
    [More About This Book]   Mar-11-2012

     

    Lean but Agile: Rethink Workforce Planning and Gain a True Competitive Edge by William J. Rothwell, Jim Graber, Neil McCormick

    As organizations strive to maximize efficiency to meet stringent budgets, a general "do more with less" mandate is no longer sufficient. Managers and executives must evaluate every process and every role, and do away with assumptions about how work gets done and who does it. Lean but Agile presents a system for analyzing work and selecting the ideal combination of cost-effective resources-employees, consultants, contractors, temporary workers, vendors-to accomplish it.

    Packed with practical advice, examples, guides, worksheets, diagrams, and metrics, Lean but Agile will help leaders, managers, and human resource professionals optimize their workforces while still achieving superior results.
    [More About This Book]   Mar-04-2012

     

    The Power of Habit: Why We Do What We Do in Life and Business by Charles Duhigg

    In The Power of Habit, Charles Duhigg takes us to the thrilling edge of scientific discoveries that explain why habits exist and how they can be changed. Along the way we learn why some people and companies struggle to change, despite years of trying, while others seem to remake themselves overnight. We visit laboratories where neuroscientists explore how habits work and where, exactly, they reside in our brains. We discover how the right habits were crucial to the success of Olympic swimmer Michael Phelps, Starbucks CEO Howard Schultz, and civil-rights hero Martin Luther King, Jr. We go inside Procter & Gamble, Target superstores, Rick Warren’s Saddleback Church, NFL locker rooms, and the nation’s largest hospitals and see how implementing so-called keystone habits can earn billions and mean the difference between failure and success, life and death.
    [More About This Book]   Feb-26-2012

     

    Stepping Up - How Taking Responsibility Changes Everything by John Izzo

    John Izzo gives readers the key to a great career, a great workplace, better relationships, and a better world. Stepping Up argues that almost every problem, from personal difficulties and business challenges to social issues, can be solved if all of us look to ourselves to create change rather than looking to others. By seeing ourselves as agents of change we feel happier, less stressed, and more powerful.

    Izzo offers seven compelling principles that enable anyone, anywhere, anytime to effectively bring about positive change. And the book is filled with stories that will inspire you: a middle-aged Italian shopkeeper who fought back against the Mafia, two teenagers who took a stand and ignited an antibullying movement, an executive who turned a dying division into a profit center, and many more.
    [More About This Book]   Feb-19-2012

     

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