What you need to know about your customers Now more than ever, every interaction you have with customers is critical. Customers today have unlimited information at their fingertips-and can influence the purchase decisions and behaviors of millions of others. With this comes a shift in the balance of power, and every company must come to terms with the fact that the customer is in control. Interacting with customers in the way they want is an essential business strategy and in many industries, the key to business success. Executives still refer to B2B and B2C business models, as though companies control demand by going to customers with products and services. But as Bill Price and David Jaffe (authors of The Best Service is No Service) show, a new business model is emerging in which the customer directs the relationship. It is becoming a world of "Me2B"-one in which the customer, not the business, dictates the terms of engagement. In order for your business to thrive, you must create positive experiences to fulfill a range of customer needs. Though the mediums for customer engagement continuously evolve, Price and Jaffe show that customer needs remain unchanging. In Your Customer Rules!, they define a critical hierarchy of seven needs that your company can meet and apply as a methodology. Throughout this practical guidebook, Price and Jaffe share examples of companies who succeed by meeting these seven needs, including Amazon, Apple, IKEA, Nordstrom, USAA, Shoes of Prey, Vente-Privee, and Yamato Transport, as well as those that didn't. Your Customer Rules! offers tailored advice for companies at every stage, from nimble startups to legacy firms with established customer service practices-and everyone in between. With a simple, elegant solution for driving lasting value for customers, Your Customer Rules! is a clear guide for strengthening customer relationships and competing on more than price. It is essential reading for executives at all levels-business owners, marketing managers, and anyone who works directly with customers.
A different way of discovering and developing the best business ideas Jack Welch once said, "Someone, somewhere has a better idea." In this myth-busting book, the authors reveal that great business ideas do not spring from innate creativity, or necessarily from the brilliant minds of people. Rather, great ideas come to those who are in the habit of looking for great ideas all around them, all the time. Too often, people fall into the trap of thinking that the only worthwhile idea is a thoroughly original one. Idea Hunters know better. They understand that valuable ideas are already out there, waiting to be found - and not just in the usual places. Shows how to expand your capacity to find and develop winning business ideas Explains why ideas are a critical asset for every manager and professional, not just for those who do "creative" Reveals how to seek out and select the ideas that best serve your purposes and goals and define who you are, as a professional Offers practical tips on how to master the everyday habits of an Idea Hunter, which include cultivating great conversations The book is filled with illustrative accounts of successful Idea Hunters and stories from thriving "idea" companies. Warren Buffet, Walt Disney, Thomas Edison, Mary Kay Ash, Twitter, and Pixar Animation Studios are among the many profiled.
In the wake of continuing corporate scandals there have been few, if any, CEOs that have stepped forward as models of "doing things right"-except the former chairman and CEO of Medtronic, Bill George. George has become the unofficial spokesperson for responsible leadership-in business, the media, and academia. In Authentic Leadership Bill George makes the case that we do need new leaders, not just new laws, to bring us out of the current corporate crisis. He persuasively demonstrates that authentic leaders of mission-driven companies will create far greater shareholder value than financially oriented companies. During George's twelve-year leadership at Medtronic, the company's market capitalization soared from $1.1 billion to $460 billion, averaging 35% per year. George candidly recounts many of the toughest challenges he encountered -- from ethical dilemmas and battles with the FDA to his own development as a leader. He shows how to develop the five essential dimensions of authentic leaders-purpose, values, heart, relationships, and self-discipline. Authentic Leadership offers inspiring lessons to all who want to lead with heart and with compassion for those they serve. Bill George helps readers answer vital questions such as: What should I do when my personal values conflict with company business values? How do I make trade-offs between the needs of my customers, my employees, and my company's shareholders? Do I really want to devote my talents to business? Authentic Leadership provides a tested guide for character-based leaders and all those who have a stake in the integrity and success of our corporations.
With more than $3.7 billion in assets and annual revenue of $800 million, the Nature Conservancy has generated staggering growth that would be the envy of any business.
Incorporated in 1951 by a small circle of concerned ecologists, the Conservancy has grown financially into the world's largest environmental organization. It has one million members--up from 500,000 in 1990--and 3,500 employees operating in 50 states and 28 countries across the world.
Nature's Keepers offers readers an inspirational leadership tale and management chronicle, as it goes behind the scenes and details the inner workings of the Nature Conservancy. Highlighting the efforts of nine extraordinary leaders, Nature's Keepers examines the organization's culture and management, strategy and decisions, and courageous and ingenious individuals who have dedicated their lives to conservation.
Author Bill Birchard reveals how the Conservancy's sometimes controversial business practices--entrepreneurial approaches to preserving ecosystems while meeting human needs--have earned the praise of management gurus such as Peter Drucker. The Conservancy's way of operating, though not free of failings, is both widely emulated in the nonprofit community and greatly respected by business scholars and CEOs nationwide.
Thinking to stay ahead of change In a complex business climate, people need to make informed decisions and learn how to think flexibly. A leader's most important asset is the ability to sense changes in the environment and adapt to them quickly. The Prepared Mind of a Leader presents an original and effective way to think more flexibly about innovation, strategy, change, and problem solving. It helps leaders anticipate challenges and prepare for both the intended and unintended consequences of change by laying out a program for developing, maintaining, and mobilizing eight key skills: Observing, Challenging, Reflecting, Reasoning, Imagining, Deciding, Learning, and Teaching. These skills provide a framework that the thoughtful leader or manager can use to approach issues of strategy, innovation, and more. Chapters feature interactive tools that will help readers develop each of the key skills. Bill Welter (Bartlett, IL) is President of Adaptive Strategies, a consulting firm focused on helping clients in a wide range of industries to deal with change. Jean Egmon (Wilmette, IL) is Director of the Complexity in Action Network and on the faculty at the Kellogg School of Management at Northwestern University.
The Board Member's Playbook--written for board members who are either familiar with or new to John Carver's revolutionary Policy Governance model--offers real-world scenarios that address the challenges that confront boards of all types of organizations. Step by step, the authors walk readers through a proven problem-solving sequence that allows them to find solutions consistent with the values and policies of their organizations. Designed to be flexible, the book's problem-solving methods are applicable to any challenge boards may face.
A compelling profile of an emerging Chinese competitor Chinese firms are reinventing their business models, their corporate cultures, and themselves, becoming global competitors who increasingly offer knowledge rather than cheap labour in their quest to join the ranks of the "world's best" companies. This book offers a compelling profile of the most ambitious of these emerging Chinese competitors, the Haier Corporation (the world's largest manufacturer of home appliances), and shares insights on how one organization has repeatedly reinvented its business model and corporate culture in an effort to sustain its success. Reinventing Giants provides an exclusive look within the Haier Corporation and shows how managerial accountability and responsibility have been repositioned at every level of the organization, with the core value of market-centricity, while aligning strategy on each level of management. It includes actual work reports that show this process in detail from the ground up. The authors emphasize how a belief in the liberation of employee talent has consistently been the driving force underlying Haier's success. Includes the remarkable story of Haier's turnaround and how these lessons can be applied to other organizations Contains information for any company grappling with competition in the global marketplace Shows how to liberate employees' talent to drive business success Written by Bill Fischer, Professor of Innovation Management at IMD in Switzerland, Umberto Lago, Professor of Management at Bologna University, Italy, and Fang Liu, Research Associate of IMD Reinventing Giants helps global managers rethink their own business models and accompanying corporate cultures in order to be able to apply Haier's lessons directly to their own organizations.
In this groundbreaking book, Bill Price and David Jaffe offer a new, game-changing approach, showing how managers are taking the wrong path and are using the wrong metrics to measure customer service. Customer service, they assert, is only needed when a company does something wrong-eliminating the need for service is the best way to satisfy customers. To be successful, companies need to treat service as a data point of dysfunction and figure what they need to do to eliminate the demand. The Best Service Is No Service outlines these seven principles to deliver the best service that ultimately leads to "no service": Eliminate dumb contacts Create engaging self-service Be proactive Make it easy to contact your company Own the actions across the company Listen and act Deliver great service experiences
A shocking statistic in education reveals that 70% of K-12 teachers work under chronic stress. This revolutionary new book explains how removing stress from the classroom holds the key to improving education. The book also explains what administrators, teachers, parents, and communities can do to help accomplish a stress-free classroom. For years, the expert voices said "disengagement" was the crucial issue behind poor educational environments and results. Naturally, only massive reform could fix it. But what if the enormous restructuring and expenditures attacked the wrong problem? MindShift, an organization that reframes tired and clogged conversations, pushed the old conclusions off the table and started fresh. They gathered diverse leaders in education, leadership, neuroscience, architecture, and wellness in working forums around the nation. These pivotal meetings produced WHOLE, a game-changing approach to education. This book captures the story and details of how the system can be remade for real and lasting benefits to everyone. With the authors' expertise, the book exposes the exhausted and antiquated thinking that led to the present crisis. But, WHOLE also proposes a new era of disruptive change that can produce happier, healthier, and more successful education for the 21st century. The book introduces the outliers, tells the stories, and presents the roadmaps to: Why teachers should be seen as high-performance athletes, requiring time for recovery and preparation How schools can become "field hospitals," combining learning with healing Why space matters, how redesigning and refurnishing schools can eliminate stress and produce learning environments that are more open and inviting Ways to properly integrate schools within communities, building honest relationships, increasing social capital, and achieving transparency that increases success Packed with real-life examples, new research, and solutions that you can introduce to your own schools, students, and communities, WHOLE shows us how to move schools from the age of stress and insecurity to an age of true educational flourishing.
"One of the 25 Best Leadership Books of All-Time." - Soundview The Leadership Classic, Discover Your True North, expanded for today's leaders Discover Your True North is the best-selling leadership classic that enables you to become an authentic leader by discovering your True North. Originally based on first-person interviews with 125 leaders, this book instantly became a must-read business classic when it was introduced in 2007. Now expanded and updated to introduce 48 new leaders and new learning about authentic global leaders, this revisited classic includes more diverse, global, and contemporary leaders of all ages. New case studies include Warren Buffett, Indra Nooyi, Arianna Huffington, Jack Ma, Paul Polman, Mike Bloomberg, Mark Zuckerberg, and many others. Alongside these studies, former Medtronic CEO Bill George continues to share his personal stories and his wisdom by describing how you can become the leader you want to be, with helpful exercises included throughout the book. Being a leader is about much more than title and management skills-it's fundamentally a question of who we are as human beings. Discover Your True North offers a concrete and comprehensive program for becoming an authentic leader, and shows how to chart your path to leadership success. Once you discover the purpose of your leadership, you'll find the true leader inside you. This book shows you how to use your natural leadership abilities to inspire and empower others to excellence in today's complex global world. Discover Your True North enables you to become the leader you were born to be, and stay on track of your True North.
How to create a company that not only sustains, but surpasses-that moves beyond the imperative to be "less bad" and embrace an ethos to be "all good" From the Inspired Protagonist and Chairman of Seventh Generation, the country's leading brand of household products and a pioneering "good company," comes a one-of-a-kind book for leaders, entrepreneurs, and change agents everywhere. The Responsibility Revolution reveals the smartest ways for companies to build a better future-and hold themselves accountable for the results. Thousands of companies have pledged to act responsibly; very few have proven that they know how. This book will guide them. The Responsibility Revolution presents fresh ideas and actionable strategies to commit your company to a genuine socially and environmentally responsible business and culture, one that not only competes but wins on values. Points the way for innovators and influencers to generate trust by becoming transparent, elicit people's passion and creativity, turn customers into collaborators, transform critics into allies, rewrite the rules and reinvent business Shows how to build a socially and environmentally responsible yet genuinely good company and an authentic brand Drawing on groundbreaking interviews with real-world change leaders, Hollender and Breen present lessons and insights from the "good company"' parts of big companies like IBM and eBay, trailblazers like Patagonia and Timberland, and emerging dynamos like Linden Lab and Etsy The Responsibility Revolution equips people with the tactics, models, and mind-sets they need to compete in a world where consumers now demand that companies contribute to the greater good.
This best-selling nuts-and-bolts workbook, now in its second edition, has become the gold standard for nonprofit managers and boards who must work through the budget cycle. The book offers practical tools and guidance for completing each step of the budgeting process. Designed to be comprehensive and easy to use, The Budget-Building Book for Nonprofits provides everything budgeters and nonfinancial managers need to prepare, approve, and implement their own budgets. Includes new chapters on Zero-Based and Capital Budgeting as well as a CD with spreadsheets, worksheets and a new budget-building software, the CMS Nonprofit Budget Builder, designed to help you implement the concepts in the book. The software includes an expandable standard chart of accounts (COA) and will aid in building, organizing, tracking and planning budgets.
One of the country's most trusted leaders offers time-tested and real world advice for leading in economic hard times From business giant Bill George, the acclaimed author of Wall Street Journal's bestseller True North, comes the just-in-time guide for anyone in a leadership position facing today's unprecedented economic challenges. The former CEO of Medtronic draws from his own in-the-trenches experience and lessons from leaders (representing an array of companies) who have weathered tough economic storms. With straight talk and clear directions, George shows leaders specifically what they must do to become strong leaders and survive any crisis. His seven lessons include: Face Reality, Starting with Yourself; Never Waste a Good Crisis; and Be Aggressive: This is Your Best Chance to Win in the Market. Seven Lesson for Leading in Crisis is a survival kit for anyone in a leadership position. A concise handbook for applying proven leadership lessons in tough times Written by Bill George one of America's most trusted business leaders and author of True North and Authentic Leadership Offers realistic actions leaders can take to put their companies on the right long-term path Seven Lesson for Leading in Crisis gives leaders a solid strategy for staying the course.