The NOW Revolution: 7 Shifts to Make Your Business Faster, Smarter and More Social

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The social web has changed the way we do business forever

The future of your company is not in measured, considered responses and carefully planned initiatives. Business today is about near-instantaneous response. About doing the best you can with extremely limited information. About every customer being a reporter, and every reporter being a customer. About winning and losing customers in real-time, every second of every day. About a monumental increase in the findable commentary about our companies.

Having the time and information required to make a considered business decision is a luxury - a luxury that's quickly facing extinction. Yet business hasn't adapted to this evolution. And adapt you must.

This book isn't about how to "do" social media. Instead, The Now Revolution outlines how you must retool your organization to make real-time business work for you rather than against you. Read about seven shifts that will help you make your company faster, smarter, and more social:

  • Engineer a New Bedrock
  • Find Talent You Can Trust
  • Organize your Armies
  • Answer the New Telephone
  • Emphasize Response-Ability
  • Build a Fire Extinguisher
  • Make a Calculator

The Now Revolution is pushing you to adapt the way you do business, from the inside out. It impacts your organization culturally, operationally, and functionally. This book is your guide to making the changes you need, and to harnessing the potential of this new communication era.

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About the author

JAY BAER is a world-renowned social media strategy consultant. A digital marketing pioneer, he has founded five online companies since 1994 and speaks to tens of thousands of marketers annually at industry conferences and conventions. His social media strategy blog, ConvinceandConvert.com, is one of the top ranked business blogs on the Internet.

AMBER NASLUND is Vice President of Social Strategy for Radian6, a social media listening and engagement platform. She frequently speaks on the topics of social media, communication, and community strategy. Follow her award-winning blog at BrassTackThinking.com.

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Additional Information

Publisher
John Wiley & Sons
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Published on
Jan 14, 2011
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Pages
224
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ISBN
9781118008638
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Language
English
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Genres
Business & Economics / General
Business & Economics / Management
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Content Protection
This content is DRM protected.
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Available on Android devices
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Managing Live Innovation examines the innovation process from the line manager's perspective. This book identifies the skills needed to manage live 'real time' innovation in an environment where products and services are constantly refined, and where customer input is encouraged from an early stage.


The New Skills Portfolio is a groundbreaking new series, published in association with the Industrial Society, which re-defines the core management skills managers and team leaders need to be competitive. Each title is action-focused blending 20th century management initiatives/trends with a new flexible skills portfolio for managers constantly experiencing and managing organizational and marketplace change.

The Industrial Society is one of the largest public training providers in the UK. It has over 10,000 member organisations and promotes best practice through its publishing, consultancy, training and advisory serives. For more information contact their website on www.indsoc.co.uk.

Jean Lammiman has successfully combined a career as a senior front-line manager specialising in the effective development of staff at all levels with groundbreaking work as an academic and consultant. Both authors run their own consultancy, The LSK Group, which designs and implements workshops, seminars and forums for senior management teams.

Michel Syrett is an established business author, lecturer and consultant. For many years Editor of the Public Management and Management Education Pages at The Times, he contributes regularly to newspapers and journals covering business issues in Europe and Asia, including the Financial Times, Daily Telegraph, European, Management Today, Eurobusiness, Business Asia, Asian Business and South China Morning Post. He is also a Visiting Fellow at Roffey Park Management Institute and the Poon Kam Kai Institute of Management at the University of Hong Kong.
An in-depth example of The Agility Factor in action

Becoming Agile: How the SEAM Approach to Management Builds Adaptability illustrates the process of becoming an agile organization. Reflecting the principles presented in The Agility Factor, readers are taken on a real-world journey of transformation and change. This short-format case study of the French company Brioche Pasquier highlights how one organization successfully implemented the principles of agility using the socio-economic approach to management, detailing each step of the process and describing how every decision brought the goal closer within reach. Readers get inside the heads of decision makers to gain insight into how tough decisions were made, how new, important, and flexible management tools were implemented, and how the necessary changes ultimately benefitted both the organization and the people who made it work. From overarching policy to day-to-day procedure, the story provides a clear example of how an agile organization is developed, giving readers a foundation upon which to implement similar changes in their own organization.

Smart companies understand the importance of agility, but identifying where and how to initiate those first steps often leads to paralysis by analysis. This case study allows readers to learn from an organization that got through the inertia and put the principles of agility into action, with incredible results.

Understand how the principles of agility can be implemented using a specific intervention strategy Tailor those principles to suit any organization Calculate and convert the "hidden costs" of traditional organizational design into flexible, value added activities Formulate and execute an actionable agility strategy

Big changes require a deep understanding of the problem at hand, and a viable plan for steering the organization in a better direction. By seeing how it's been done before, organizations can take a proven approach and tailor it to their specific needs. For those tasked with formulating the agility strategy, Becoming Agile: How the SEAM Approach to Management Builds Adaptability provides invaluable insight.

The In-Your-Face, Results-Focused, No-“Kumbaya” Guide to Social Media for Business!

Detailed techniques for increasing sales, profits, market share, and efficiency Specific solutions for brand-building, customer service, R&D, and reputation management Facts, statistics, real-world case studies, and rock-solid metrics

Stop hiding from social media--or treating it as if it’s a playground. Start using it strategically. Identify specific, actionable goals. Apply business discipline and proven best practices. Stop fearing risks. Start mitigating them. Measure performance. Get results. You can. This book shows you how.

Jason Falls and Erik Deckers serve up practical social media techniques and metrics for building brands, strengthening awareness, improving service, optimizing R&D, driving better leads--and closing more sales.

“Conversations” and “communities” are wonderful, but they’re not enough. Get this book and get what you really want from social media: profits.

Think social media’s a passing fad? Too risky? Just a toy? Too soft and fuzzy? Not for your business? Wake up! It’s where your customers are. And it ain’t going away. Does that suck? No. It doesn’t. Do social media right, and all those great business buzzwords come true. Actionable. Measurable. And...wait for it...here comes the big one. Profitable. Damn profitable.

Want to know how to do it right? We’ll show you. And, yeah, we know how because we’ve done it. This is the bullshit-free, lie-free, fluff-free, blessedly non-New-Age real deal. You’re going to learn how to use social media to deliver absolutely killer customer service. How to R&D stuff people actually want. Develop scads of seriously qualified leads. You’ll figure out what you want. You know, the little things like profits, market share, loyalty, and brand power. You’ll figure out how to measure it. And then you’ll go get it.

One more thing. We know what scares you about social media. Screwing up (a.k.a., your mug on the front page of The Wall Street Journal). So we’ll tell you what to do so that won’t happen. Ever. No B.S. in this book. Just facts. Metrics. Best practices. Stuff to warm the hearts of your CFO, CEO, all your C-whatevers. And, yeah, you. So get your head out from under the pillow. Get your butt in gear. Let’s go make some money.

Haters are not your problem. . . .
Ignoring them is.
 
Eighty percent of companies say they deliver out­standing customer service, but only 8 percent of their customers agree. This book will help you close that gap by reconfiguring your customer service to deliver knockout experiences.
 
The near-universal adoption of smartphones and social media has fundamentally altered the science of complaints. Critics (“haters”) can now express their displeasure faster and more pub­licly than ever. These trends have resulted in an overall increase in complaints and a belief by many businesses that they have to “pick their spots” when choosing to answer criticisms.
 
Bestselling author Jay Baer shows why that approach is a major mistake. Based on an exten­sive proprietary study of how, where, and why we complain, Hug Your Haters proves that there are two types of complainers, each with very differ­ent motivations:
 
·Offstage haters. These people simply want solutions to their problems. They complain via legacy channels where the likelihood of a response is highest—phone, e-mail, and com­pany websites. Offstage haters don’t care if any­one else finds out, as long as they get answers.
·Onstage haters. These people are often disap­pointed by a substandard interaction via tradi­tional channels, so they turn to indirect venues, such as social media, online review sites, and discussion boards. Onstage haters want more than solutions—they want an audience to share their righteous indignation.
 
Hug Your Haters shows exactly how to deal with both groups, drawing on meticulously researched case studies from businesses of all types and sizes from around the world. It includes specific play­books and formulas as well as a fold-out poster of “the Hatrix,” which summarizes the best strate­gies for different situations. The book is also filled with poignant and hilarious examples of haters gone wild, and companies gone crazy, as well as inspirational stories of companies responding with speed, compassion, and humanity.
 
Whether you work for a mom-and-pop store or a global brand, you will have haters—and you can’t afford to ignore them. Baer’s insights and tactics will teach you how to embrace complaints, put haters to work for you, and turn bad news into good outcomes.
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