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Required Reading

Crafting the Customer Experience For People Not Like You: How to Delight and Engage the Customers Your Competitors Don't Understand by Kelly McDonald

A "one-size fits all" approach to customer service is no longer viable. Businesses competing on service need to understand and cater to customers' racial, ethnic, religious, generational, and geographic differences in order to meet or exceed customers' service expectations. Crafting the Customer Experience to People Not Like You shows how companies, brands, and products struggling to differentiate themselves in a sea of sameness can foster long-term loyalty and brand preference with exceptional and customized customer service.
[More About This Book]   Feb-17-2013

 

Real Influence: Persuade Without Pushing and Gain Without Giving In by Mark Goulston M.D, Dr. John Ullmen

Yet, most books on influence still portray it as something you “do to” someone else to get your way. That out-of-date approach invites resistance or cynicism from those who recognize the techniques. Manipulative tactics might occasionally wear down a colleague’s or client’s resistance, but they fail to produce the mutual trust that sustains successful relationships. In short, they just won’t work in our sophisticated, post-selling world.

In this groundbreaking book, authors Mark Goulston and John Ullmen reveal a new model for authentic influence -- the kind that creates a strong initial connection and survives long after agreement has been reached. Based on listening, genuine engagement and commitment to win-win outcomes, Real Influence provides a powerful four-step method you can use.
[More About This Book]   Feb-10-2013

 

Bring Out the Best in Every Employee: How to Engage Your Whole Team by Making Every Leadership Moment Count by Don Brown, Bill Hawkins

Workplace performance experts Don Brown and Bill Hawkins have created a revolutionary approach to energizing your team. Now you can drive growth--by targeting and empowering the right people.

Bring Out the Best in Every Employee shows you exactly how to leverage the untapped asset that's already on your payroll. The fact is, most managers devote so much time to either high-potential or high-problem employees that they neglect the critical mass at the top of the bell curve. And they can mean the difference between surviving ....and thriving.
[More About This Book]   Feb-03-2013

 

Uncommon Service by Frances Frei and Anne Morriss

Most companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance – for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship.

In Uncommon Service, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer hold true, service must become a competitive weapon, not a damage-control function. That means weaving service tightly into every core decision your company makes.
[More About This Book]   Jan-27-2013

 

It's Always Personal: Navigating Emotion in the New Workplace by Anne Kreamer

In this groundbreaking book, journalist and former corporate executive Anne Kreamer shows us how to get rational about our emotions, and provides the necessary new tools to flourish in an emotionally charged workplace. Combining the latest information on the intricacies of the human brain, candid stories from employees, and the surprising results of two national surveys, It’s Always Personal offers

  • a step-by-step guide for identifying your emotional type: Spouter, Accepter, Believer, or Solver

  • Emotion Management Toolkits that outline strategies to cope with specific emotionally challenging situations

  • vital facts that will help you understand—and handle—the six main emotional flashpoints: anger, fear, anxiety, empathy, joy, and crying

  • an exploration of how men and women deal with emotions differently

  • [More About This Book]   Jan-13-2013

     

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