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Required Reading

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

     

    Idea Agent: Leadership that Liberates Creativity and Accelerates Innovation by Lina Echeverria

    There is perhaps no leadership challenge more daunting than managing creativity -- and more urgent than delivering breakthrough innovation. How do you harness some of the most passionate, intelligent people in your organization without stifling them? How do you simultaneously unleash their energy and channel it into something tangible?

    Lina Echeverría offers seven proven principles through which new ideas come to fruition, from unleashing passion and drive, and embracing productive conflict, to emphasizing excellence and structure while living values that liberate creativity. As team catalyst, the leader delivers results while nurturing intuition and growing talent.
    [More About This Book]   Jan-06-2013

     

    Corporate Culture and Performance by John Kotter, James Heskett

    Going far beyond previous empirical work, John Kotter and James Heskett provide the first comprehensive critical analysis of how the "culture" of a corporation powerfully influences its economic performance, for better or for worse. Through painstaking research at such firms as Hewlett-Packard, Xerox, ICI, Nissan, and First Chicago, as well as a quantitative study of the relationship between culture and performance in more than 200 companies, the authors describe how shared values and unwritten rules can profoundly enhance economic success or, conversely, lead to failure to adapt to changing markets and environments.
    [More About This Book]   Dec-16-2012

     

    The Commitment Engine: Making Work Worth It by John Jantsch

    Why are some companies able to generate committed, long-term customers while others struggle to stay afloat? Why do the employees of some organizations fully dedicate themselves while others punch the clock without enthusiasm?

    By studying the ins and outs of companies that enjoy extraordinary loyalty from customers and employees, John Jantsch reveals the systematic path to discovering and generating genuine commitment. Jantsch's approach is built on three foundational planks, which he calls the clarity path, the culture patron, and the customer promise.
    [More About This Book]   Dec-09-2012

     

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