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Required Reading

Leaders Eat Last: Why Some Teams Pull Together and Others Don’t By Simon Sinek

In his travels around the world since the publication of his bestseller Start with Why, Simon Sinek noticed that some teams were able to trust each other so deeply that they would literally put their lives on the line for each other. Other teams, no matter what incentives were offered, were doomed to infighting, fragmentation and failure. Why?

The best organizations foster trust and cooperation because their leaders build what Sinek calls a Circle of Safety that separates the security inside the team from the challenges outside. The Circle of Safety leads to stable, adaptive, confident teams, where everyone feels they belong and all energies are devoted to facing the common enemy and seizing big opportunities.

[More About This Book]   Feb-04-2014

 

Waiter Rant: Thanks for the Tip--Confessions of a Cynical Waiter by Steve Dublanica

According to The Waiter, 80 percent of customers are nice people just looking for something to eat. The remaining 20 percent, however, are socially maladjusted psychopaths.

Eye-opening, outrageous, and unabashed—replete with tales of customer stupidity, arrogant misbehavior, and unseen tidbits of human grace in the most unlikely places—Waiter Rant presents the server's unique point of view, revealing surefire secrets to getting good service, proper tipping etiquette, and ways to ensure that your waiter won't spit on your food.


[More About This Book]   Jan-27-2014

 

Leadership 2030: The Six Megatrends You Need to Understand to Lead Your Company into the Future By Georg Vielmetter, Yvonne Sell

The tumultuous changes of the past decade, including China’s economic rise and the financial meltdown, were just the beginning. The next cataclysmic wave is surging relentlessly ahead, demanding leaders who can steer their companies through complexity and change. Drawn from original research conducted jointly with foresight company Z-Punkt and further analyzed by Hay Group, Leadership 2030 uncovers six megatrends that will dramatically impact organizations’ markets, cultures, systems, and processes:

1. Globalization 2.0: Asia dominates the global economy.
2. Climate change: Sustainability becomes imperative.
3. Individualism: Freedom of choice erodes loyalty.
4. Digitization: Boundaries blur between private and working lives.
5. Demographic changes: Aging populations intensify the talent war.
6. Converging technologies: The sharpest tech shift in history is around the corner. Research findings and case studies provide compelling evidence of each megatrend and highlight the skills, capabilities, and attitudes leaders must cultivate, such as adaptability, collaboration, cultural sensitivity, strategic thinking, meaning creation, and more.
[More About This Book]   Jan-21-2014

 

The Customer Culture Imperative: A Leader's Guide to Driving Superior Performance by Linden Brown, Christopher Brown

This groundbreaking guide unlocks the secrets used by Amazon, Virgin, Apple, Starbucks, and salesforce.com. It creates a guide for success based on three years of scientific study drawing insights from more than 100 businesses to identify seven key factors. When implemented together these factors have been proven to drive superior business performance. Customer culture is as fundamental to business performance as breathing is to living. It is the life force of your business. This applies no matter what your industry sector.

Creating a customer-centric company takes more than making an investment in the customer service department and systems. It's about building a culture in which the customer is at the heart of all decisions made within every function and unit. What's best for the customer is what's best for business. Make that a part of the DNA of your organization, and you will lead your company to unprecedented success.
[More About This Book]   Jan-13-2014

 

The Customer Rules: The 39 Essential Rules for Delivering Sensational Service

By Lee Cockerell

The former EVP of Walt Disney World shares indispensible Rules for serving customers with consistency, efficiency, creativity, sincerity, and excellence. Lee Cockerell knows that success in business – any business - depends upon winning and keeping customers.

In 39 digestible, bite-sized chapters, Lee shares everything he has learned in his 40+ year career in the hospitality industry about creating an environment that keeps customers coming back for more. Here, Lee not only shows why the customer always rules, but also the Rules for serving customers so well they'll never want to do business with anyone but you. For example:

Rule #1: Customer Service Is Not a Department
Rule #3: Great Service Follows the Laws of Gravity
Rule #5: Ask Yourself "What Would Mom Do?"
Rule #19: Be a Copycat
Rule #25. Treat Every Customer like a Regular
Rule #39: Don’t Try Too Hard
[More About This Book]   Jan-06-2014

 

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