In his newest book on innovative service, bestselling author Chip R. Bell focuses on the importance of delivering the “core” of a service experience in a fashion that is value-unique, not just value-added. In his own words, “Innovative comes from your core; it evokes an experience of genuineness, a sense that its source is deep, not superficial.” This wonderful book offers powerful, practical advice, along with engaging stories of ways a novel service experience can also be one that is profound.
This latest edition of the classic Managers as Mentors is a rapid-fire read that guides leaders in helping associates grow in today's tumultuous organizations. Thoroughly revised throughout with twelve new chapters, this edition places increased emphasis on the mentor acting as a learning catalyst with the protégé rather than simply handing down knowledge.
As with previous editions, a fictional case study of a mentor-protégé relationship runs through the book. But now this is augmented with interviews with six top US CEOs. New chapters cover topics such as the role of mentoring in spurring innovation and mentoring a diverse and dispersed workforce accustomed to interacting digitally. Also new to this edition is the Mentor's Toolkit, six resources to help in developing the mentor-protégé relationship. This hands-on guide teaches leaders to be the kind of confident coaches integral to learning organizations.
"Are you bored? We're so spoiled that when something is merely good enough, we just walk away. Chip and John explain that the surefire method for growth and customer loyalty is simple: don't be boring."
—Seth Godin, author of Purple Cow and Tribes
"Take Their Breath Away shows how legendary customer service delivery can win and keep devoted customers for life. I LUV this fantastic book."
—Colleen Barrett, President Emeritus, Southwest Airlines Company
"No one knows more about creating profit through service than Chip and John. If you want to know the best way to do it, read Take Their Breath Away. The examples in this book will certainly start your creative juices flowing and help your organization take your customers' breath away.
—Howard Beharformer, former president, Starbucks Coffee International.
Provides invaluable insights into the changing world of powerful partnering
Offers tools, details techniques, and provides activities and resources to help you develop successful partnerships in every enterprise
Partnerships are fast becoming the primary structure of contemporary business, as organizations partner with vendors, unions, customers, and even competitors to take advantage of short-term market opportunities, leverage intellectual capital, and create more flexible and innovative enterprises. In this important guide, authors Chip Bell and Heather Shea offer an in-depth look at how we can successfully manage partnerships and build them with substance-passion, quality, heart, and soul.
While many other books have examined the rational, logical, analytical sides of partnership, none has fully explored the irrational, illogical, emotional sides, which are most often what cause partnerships to falter or fail. Dance Lessons is a comprehensive guide to the interpersonal side of partnerships, revealing exactly how the champions choreograph their partnership dances for show-stopping performances. It features:
new perspectives to help you decide if partnership is right for you
exciting tools for selecting the right form of partnership
important techniques to help you get emotionally prepared to partner
smart ways to accurately pick good partners
engaging activities to help you practice your partnership skills
effective methods for dealing with difficult partners and partnerships
vital cues that let you know when the partnership is ready to end, and helpful tips on how to end it
insights on how to manage external factors that effect partnership success
practical resources to help you continue to learn about effective partnering
Dance Lessons shows how to develop meaningful, ethical, and soulful partnerships in every interaction throughout your work and your life.
Thoughtful and rich with advice, The Mentor's Guide explores the critical process of mentoring and presents practical tools for facilitating the experience from beginning to end. Managers, teachers, and leaders from any career, professional, or educational setting can successfully navigate the learning journey by using the hands-on exercises in this unique resource.
"The need for mentoring has never been greater. Securing a new generation of diverse leaders and the need for sustainable change are not easy tasks. As I renew my commitment to mentoring, The Mentor's Guide is the tool I want by my side. It is jam-packed with everything I need to be successful and more—new exercises, concrete examples, and a road map for building an effective relationship."
—PERNILLE LOPEZ, global human resource manager, The IKEA Group
"The Mentor's Guide remains the go-to book for those seeking to make their practice of mentorship as helpful and accessible as possible. Practically written and grounded in a solid understanding of how adults learn, this is an invaluable resource."
—STEPHEN D. BROOKFIELD, Distinguished University Professor, University of St. Thomas
"Across all industries, we look to leaders to deliver broad-based results through others. The Mentor's Guide is an excellent resource for leaders interested in unleashing the potential of their team members. There is no greater gift that leaders can give their teams than to develop themselves."
—KATHY BOLLINGER, president, Arizona West Region Banner Health
"The Mentor's Guide provides poignant insights and pragmatic instruction for conveying wise advice that fosters insight and facilitates growth. A must-read for anyone who cares about the power and potential of talent."
—CHIP R. BELL, author, Managers as Mentors
"After more than a decade, The Mentor's Guide is still the best. It has stood the test of time and remains an indispensable tool for mentors across all fields."
—LAURENT PARKS DALOZ, author, Mentor: Guiding the Journey of Adult Learners
Now, you too can tap into the power of the little-used, but valuable features of PowerPoint® that can save time or enhance slide design and make your presentation stand out in a crowd. This groundbreaking book also includes practical advice on getting the most from mobile devices to enhance presentations and shows how to apply social media tools like Twitter to aid in delivering compelling messages. Learn how web conferencing can be used not only to reduce travel costs, but to deliver more effective informational, training or motivational presentations across time zones.
In addition to putting the spotlight on the high-tech, Master Presenter contains valuable information on the critical low-tech presentation skills. Contributors show how to best use your voice, hands, and body and what it takes to move your listeners to take action when making a well-prepared pitch. And even if you are inexperienced, you can use the book's techniques to become a great storyteller that will win over audiences and help earn you a reputation as a master presenter.
Praise for Master Presenter
"Master Presenter arms you with the method and magic to present with poise and power. David Zielinski has assembled the best and brightest mentors to teach greatness in business presenting."
—Chip R. Bell, author of Managers as Mentors
"Master Presenter is the most comprehensive collection of useful articles I've ever seen in one place. After reading more than 200 books on public speaking in my lifetime and teaching the subject in eight countries, I can easily recommend this book for beginners and seasoned speakers. Great tips on PowerPoint®, for example, with dozens of articles and illustrations on all aspects of speaking by leaders in the field."
—Michael Buschmohle, president, Applause Associates
"As a 30-year veteran of presenting and a certified professional facilitator, I found myself reading through this book's articles and still gaining new insights into things I can do to improve my presentations. I was impressed by the perspectives shared by this top-notch team of experts. This is one of the few books I would strongly recommend to my network of customers, who are purchasers of facilitation and engagement tools."
—Dr. Scott Simmerman, managing partner, Performance Management Company
"I make presentations for a living and I've been doing it for a long time, but I'm keeping a copy of this book within reach on my desk at all times. I could have used it when I was starting out, but I also have learned enough over the years to recognize how valuable this book will be as an ongoing and wide-ranging resource for telling compelling stories."
—Brian McDermott, co-author of Leading Innovation and Time Out for Leaders
Ceruzzi guides us through computing history, telling how a Bell Labs mathematician coined the word "digital" in 1942 (to describe a high-speed method of calculating used in anti-aircraft devices), and recounting the development of the punch card (for use in the 1890 U.S. Census). He describes the ENIAC, built for scientific and military applications; the UNIVAC, the first general purpose computer; and ARPANET, the Internet's precursor. Ceruzzi's account traces the world-changing evolution of the computer from a room-size ensemble of machinery to a "minicomputer" to a desktop computer to a pocket-sized smart phone. He describes the development of the silicon chip, which could store ever-increasing amounts of data and enabled ever-decreasing device size. He visits that hotbed of innovation, Silicon Valley, and brings the story up to the present with the Internet, the World Wide Web, and social networking.
From some who have read it…
Coxe Distinguished Professor at Tuck at Dartmouth & Marvin Bower Fellow at Harvard Business School
Beyond Zero Sum Leadership is a refreshing and enlightening book. It is not just a book on leadership but a thoughtful and compelling read on how to navigate today’s continually changing economic climate. Gordon Peters has provided a masterpiece for not only developing leaders but also building businesses and preserving free enterprise.
Chip R. Bell, author of Sprinkles: Creating Awesome Experiences Through Innovative Service.
Great leadership is a never-ending journey of discovery, experience and insight. Gordon Peters has brought us amazing insights from his fascinating personal journey and rich professional experience. As a life-long learner with an astute sense of history and a keen eye for wisdom, his story is as instructive as it is inspirational. Beyond Zero Sum Leadership is more than a practical ‘what and how’ leadership book; it is a reflective ‘why’ leadership book.
Ed Foreman, D.LIT, BSCE
Entrepreneur, Speaker, Author
U. S. Congressman (Rtd.)
Texas and New Mexico
CONGRATULATIONS! Your new book, Beyond Zero Sum Leadership, is undoubtedly the most profound, knowledgeable dissertation on developing leadership, building businesses, preserving free-enterprise, and saving America that has been written in years...perhaps, ever! You nailed it...crisp, clear, concise, documented, understandable and timely!
Professor Iris Firstenberg, UCLA Anderson School
Gordon Peters shares his insights on leadership from a unique vantage point in executive education. The Institute for Management Studies that he conceived, founded, and heads is an exemplary model of leadership done right. This book distills his decades of experience to help you shape your own opportunities to create value.
Channel innovation is separating market winners from market losers, and not just in leading-edge technology industries. In a business world where industry players are selling practically the same products at essentially the same prices at about the same cost, the only real source of sustainable competitive advantage is the sales channel: how you sell, not what you sell. Selling becomes a question of how to connect products with customers via the best mix of sales channels: the sales force, value-added partners, distributors, retail stores, telemarketing, and the Internet.
In short, how companies sell has become as important as what they sell. 'The Channel Advantage' explains how leading companies develop strategies that integrate e-commerce, telemarketing, sales forces, and distributors to achieve superior sales performance and sustainable competitive advantage.
Timothy R. Furey is chairman, CEO and co-founder of Oxford Associates, a privately held consulting firm specializing in sales and market strategy, e-commerce channel integration and market research, based in Bethesda, Maryland. Oxford has achieved an annual growth of more than forty percent since its creation in 1991 and was named one of America's 500 fastest growing private companies by Inc. Magazine in 1997.
Furey, a pioneer in the use of hybrid sales and marketing strategies for blue chip companies, works extensively with senior management leadership teams to develop and implement go-to-market growth strategies. His clients include IBM, American Express, Marriott, Xerox, Fidelity Investments, Bristol-Myers Squibb, and Johnson & Johnson. Under his leadership, Oxford Associates has developed leading-edge strategies, business processes and systems for deploying and integrating multi-channel sales and marketing systems. They work to align products with the right customers via an appropriate mix of the Internet, telesales, distributors, value-added partners, and traditional sales force channels.
Mr. Furey is the co-author of THE CHANNEL ADVANTAGE (Butterworth-Heinemann, August 31, 1999), which is endorsed by the CEOs of America Online, Lotus Development, Ocean Spray, and Xerox. Mr. Furey also serves on the Board of Directors of Alpha Industries (Nasdaq:AHAA), a leading semiconductor manufacturer for wireless telephone applications.
Previously, Mr. Furey worked with Boston Consulting Group, Strategic Planning Associates, Kaiser Associates and the Marketing Science Institute. He earned a BA in Economics, cum laude, from Harvard University and an MBA from the Harvard Business School.
Lawrence G. Friedman is an internationally recognized channel strategy consultant whose clients have included companies such as Lotus, AT&T, Canon, Compaq Digital Equipment, Microsoft and Bell Atlantic. He also held executive level positions at Andersen Consulting and Huthwaite, Inc., the sales research firm that developed the SPIN Selling Model.
In 1996, Friedman, with Neil Rackham and Richard Ruff, co-authored the best-seller, GETTING PARTNERING RIGHT (McGraw-Hill). He is on the review board of the Journal of Selling and Major Account Management, which published his article, Multiple Channel Sales Strategy, in the April, 1999 issue.
His firm, The Sales Strategy Institute, works with clients to identify and evaluate new go-to-market opportunities and conducts in-depth channel strategy workshops and seminars. Mr. Friedman is a frequent guest speaker and lecturer on sales and channel strategy throughout the United States, Europe and Asia.
Mr. Friedman earned an MA from the University of Chicago.
But as other researchers tried to recreate Schön's experiments, the scientific community learned that it had been duped. Why did so many top experts, including Nobel prize-winners, support Schön? What led the major scientific journals to publish his work, and promote it with press releases? And what drove Schön, by all accounts a mild-mannered, modest and obliging young man, to tell such outrageous lies?
The Secrets of Great Leaders reveals the 50 things you need to know to motivate and inspire those around you. Every one of the 50 secrets in this book contains 3 strategies you can put into practice right now. Some of the ideas will surprise you, all will inspire you. Put these simple strategies together and you have a recipe for professional success, a formula that will unlock your leadership potential.
WHAT DO GREAT LEADERS KNOW THAT THE REST OF US DON'T?
Do they have a secret recipe for success? Is there a special alchemy to leading people? Whether you want to motivate your team, master public speaking or establish guiding principles and set priorities, this book provides the tools and techniques you need. With nuggets of wisdom gathered over years of experience, for every type of leadership situation, it gives you everything you need to know.
THESE ARE THE REAL LEADERSHIP TIPS YOU NEED TO GET AHEAD
ABOUT THE SERIES
Some books promise a lot but fail to deliver as they are hard to use in your daily life. The Secrets series boils down the essentials into short, quick lessons - expert advice on a wide range of challenges that's easy to apply. Every secret contains three strategies that make it simple to put them into action on a regular basis. Whether you want to improve your efficiency, clear your desk, or be on top of your work, these books provide the key secrets you need.
Unveiling the secrets of how to manage the media in a crisis, the book examines how rapidly evolving social media and Web 2.0 technologies have changed the crisis management landscape. It illustrates the four distinct stages of media reporting during a crisis and details the information that must be provided. The author provides readers with a wealth of helpful tips and tools—including guidelines, checklists, and case studies that illustrate best practices in crisis media management. Divided into five sections, the book:
Examines how the kingdom of news has changed and considers the new hybrid model that is emerging Identifies the four distinct stages in which both old and new media report a crisis Addresses the use of spokespeople according to the four stages, as well as when to use the chief executive officer Discusses media interviews, including how to handle news conferences, bloggers, and the importance of media training Considers the communication aspects of crisis management—including how to harness the power of Facebook, Twitter, YouTube, Digg, Wikipedia, Flickr, and social media releases
The book’s resource-rich appendices include a checklist for briefing a spokesperson, sample media release, a step-by-step flowchart for creating a crisis communication plan, and social media policy guidelines. Complete with a detailed guide on what tools to use and when to use them, this book provides the techniques and understanding required to communicate effectively and avoid any potential bad press and embarrassment that could result from information mismanagement.Jane Jordan-Meier was interviewed about leadership in a crisis and the stages of a crisis in the wake of the Murdoch phone-hacking scandal. She also discusses crisis management planning in The Sydney Morning Herald and in Daily Ovation. She was interviewed in August 2011 by Globe and Mail.
Discover more about the book, including a video of the author explaining how to turn media questions into gold and visit smallbusinessadvocate.com for a series of recent interviews.
Jane Jordan-Meier appeared in a video interview with Crisis Manager Melissa Agnes on July 3, 2012.
Taking a philosophical and pragmatic approach, this edited collection provides insight from African-born leadership scholars to deliver a first-hand account of the challenges the continent faces. Their unique experiences and immersion in the African world pave the way for a revival of leadership through a lens of history, tradition, economics, societal, and leadership perspectives.
Completamente actualizado con nuevas técnicas para ayudarlo a trabajarexitosamente hasta con los clientes más difíciles, ¡Wow! Deje al cliente boquiabierto con un servicio fuera de serie provee consejos y estrategias probados para: cumplir conlas expectativas de los clientes y satisfacer sus necesidades; hacer que seamás fácil que la gente realice negocios con uno; determinar los momentosapropiados para romper las reglas; convertirse en fantásticos reparadores ypoderosos solucionadores de problemas; enfrentar efectivamente a "clientesinfernales", ¡y mucho más!
Escrito con un estilo accesible y humorístico, esta ediciónpresenta anécdotas recientes e ilustraciones nunca antes vistas del caricaturistaJohn Bush, así como también capítulos sobre temas importantes incluyendo lalínea divisoria generacional, servir a clientes por todo el mundo, ycomunicarse con eficacia con compañeros de trabajo de diversas funciones enotros departamentos.
AVS China is the abbreviation for Audio Video Coding Standard of China. This new standard includes four main technical areas, which are systems, video, audio and digital copyright management (DRM), and some supporting documents such as consistency verification. The second part of the standard known as AVS1-P2 (Video - Jizhun) was approved as the national standard of China in 2006, and several final drafts of the standard have been completed, including AVS1-P1 (System - Broadcast), AVS1-P2 (Video - Zengqiang), AVS1-P3 (Audio - Double track), AVS1-P3 (Audio - 5.1), AVS1-P7 (Mobile Video), AVS-S-P2 (Video) and AVS-S-P3 (Audio). AVS China provides a technical solution for many applications such as digital broadcasting (SDTV and HDTV), high-density storage media, Internet streaming media, and will be used in the domestic IPTV, satellite and possibly the cable TV market. Comparing with other coding standards such as H.264 AVC, the advantages of AVS video standard include similar performance, lower complexity, lower implementation cost and licensing fees. This standard has attracted great deal of attention from industries related to television, multimedia communications and even chip manufacturing from around the world. Also many well known companies have joined the AVS Group to be Full Members or Observing Members. The 163 members of AVS Group include Texas Instruments (TI) Co., Agilent Technologies Co. Ltd., Envivio Inc., NDS, Philips Research East Asia, Aisino Corporation, LG, Alcatel Shanghai Bell Co. Ltd., Nokia (China) Investment (NCIC) Co. Ltd., Sony (China) Ltd., and Toshiba (China) Co. Ltd. as well as some high level universities in China. Thus there is a pressing need from the instructors, students, and engineers for a book dealing with the topic of AVS China and its performance comparisons with similar standards such as H.264, VC-1 and RV-9.
This is a book about people, what makes them tick, and how understanding them can guide you to success. You'll learn from the stories of CarMax, Marriott, Apple, Wal-Mart, and of course, the Walt Disney Company.
If you're ready to create real change and build a solid foundation for world-class excellence, then you're ready to Lead With Your Customer.