In the first edition of this landmark book, business loyalty guru Fred Reichheld revealed the question most critical to your company’s future: “Would you recommend us to a friend?” By asking customers this question, you identify detractors, who sully your firm’s reputation and readily switch to competitors, and promoters, who generate good profits and true, sustainable growth. You also generate a vital metric: your Net Promoter Score. Since the book was first published, Net Promoter has transformed companies, across industries and sectors, constituting a game-changing system and ethos that rivals Six Sigma in its power. In this thoroughly updated and expanded edition, Reichheld, with Bain colleague Rob Markey, explains how practitioners have built Net Promoter into a full-fledged management system that drives extraordinary financial and competitive results. With his trademark clarity, Reichheld: • Defines the fundamental concept of Net Promoter, explaining its connection to your company’s growth and sustained success • Presents the closed-loop feedback process and demonstrates its power to energize employees and delight customers • Shares new and compelling stories of companies that have transformed their performance by putting Net Promoter at the center of their business Practical and insightful, The Ultimate Question 2.0 provides a blueprint for long-term growth and success.
The key role that farming plays in the economy of Indiana today owes much to the work of John Harrison Skinner (1874-1942). Skinner was a pioneering educator and administrator who transformed the study of agriculture at Purdue University during the first decades of the twentieth century. From humble origins, occupying one building and 150 acres at the start of his career, the agriculture program grew to spread over ten buildings and 1,000 acres by the end of his tenure as its first dean. A focused, single-minded man, Skinner understood from his own background as a grain and stock farmer that growers could no longer rely on traditional methods in adapting to a rapidly changing technological and economic environment, in which tractors were replacing horses and new crops such as alfalfa and soy were transforming the arable landscape. Farmers needed education, and only by hiring the best and brightest faculty could Purdue give them the competitive edge that they needed. While he excelled as a manager and advocate for Indiana agriculture, Skinner never lost touch with his own farming roots, taking especial interest in animal husbandry. During the course of his career as dean (1907-1939), the number of livestock on Purdue farms increased fourfold, and Skinner showed his knowledge of breeding by winning many times at the International Livestock Exposition. Today, the scale of Purdue's College of Agriculture has increased to offer almost fifty programs to hundreds of students from all over the globe. However, at its base, the agricultural program in place today remains largely as John Harrison Skinner built it, responsive to Indiana but with its focus always on scientific innovation in the larger world.
Ask any manager to identify what's different in the new economy, and they will tell you that markets are more crowded than ever before. As a result, it is harder than ever to attract and retain customer attention. Increasingly, fresh role models are needed to determine what it takes to prosper when customers are the most precious resource. THE NEW MARKET LEADERS provides exactly that, by examining the exciting, unorthodox companies dominating the market and revolutionising business. In this eye-opening and cutting edge book, renowned business strategist Fred Wiersema offers totally new guidelines for measuring a company's success. He explains why traditional measures, such as size of the company or total sales, are no longer adequate markers of a company's prowess or future prospects. By providing new sales growth and market value indexes, Wiersema shows readers how to recognise the movers and shakers in the industry, whether internet-based or more traditional. He identifies today's 100 most influential global businesses and explains what makes them so powerful. In today's fast-paced economy, no investor or manager can afford to ignore the practical strategies and highly applicable insights offered in this important book.
Melvin Thomas Ott was smaller than most home run sluggers, at 5'9", 170 pounds, but he could sure hit 'em as far as the big boys. Over a 22-year playing career with the New York Giants, Ott slapped 511 homers, then a National League record. At the tender age of 20, he erupted on the scene with career highs of 42 home runs and 152 RBIs. He went on to win or share six home run titles, appear in 11 All-Star Games and play in three World Series. It was a foregone conclusion when Ott was elected to the National Baseball Hall of Fame in 1951. This is the first-ever biography of baseball's renowned "nice guy." Every aspect of his remarkable baseball career is covered, from his jump to the big leagues at age 17 to his tragic death at age 49. Ott's managerial and broadcasting careers are also discussed.
A brand new collection of powerful insights into ethical and effective business leadership… 4 pioneering books, now in a convenient e-format, at a great price! 4 remarkable eBooks help you lead more successfully by leading more ethically Honor, ethics, and compassion are central to effective leadership. Now, an extraordinary new eBook collection reveals why this is true, and how you can lead more honorably and successfully in your own organization. In Winners Never Cheat: Even in Difficult Times, New and Expanded Edition, Jon M. Huntsman shows how to succeed at the top, without sacrificing the principles that make life worth living. Huntsman personally built a $12 billion company from scratch, the old-fashioned way: with integrity. Now, he tells you how he did it, and how you can, too. Along the way, he offers a powerful reminder of why you work, and why you were chosen to lead. Next, in Lead with LUV: A Different Way to Create Real Success, the legendary Ken Blanchard ("The One Minute Manager") and former Southwest Airlines CEO Colleen Barrett help you achieve amazing results by leading with love. They explain what "love" really means in the organizational context, why leading with love is not "soft" management, how to handle inappropriate behavior, how to make "servant leadership" work, and how to sustain leadership with love. In Moral Intelligence 2.0: Enhancing Business Performance and Leadership Success in Turbulent Times, Doug Lennick and Fred Kiel show why sustainable optimal business performance requires superior moral and emotional competencies. Using new case studies, they identify connections between moral intelligence and higher levels of trust, engagement, retention, and innovation. They deliver specific guidance on moral leadership in both large organizations and entrepreneurial ventures, plus a new step-by-step plan for measuring and strengthening organizational integrity, responsibility, compassion, and forgiveness. Finally, in The Power of Communication, Helio Fred Garcia focuses on the most indispensable leadership discipline: honorable and effective communication. Building on the U.S. Marine Corps' classic publication Warfighting, Garcia how to apply the Corps' proven leadership and strategy doctrine in all forms of public communication - and achieve truly extraordinary results. You'll learn indispensable lessons from leaders communicating effectively, and from the catastrophic mistakes of business and political leaders who got it wrong. If you need to earn and win hearts and minds, you need this book now. From world-renowned business leaders, executive coaches, and consultants Helio Fred Garcia, Ken Blanchard, Colleen Barrett, Jon M. Huntsman, Doug Lennick, and Fred Kiel
In addition to war, terrorism, and unchecked military violence, modernity is also subject to less visible but no less venomous conflicts. Global in nature, these "culture wars" exacerbate the tensions between tradition and innovation, virtue and freedom. Internationally acclaimed scholar Fred Dallmayr charts a course beyond these persistent but curable dichotomies in Integral Pluralism: Beyond Culture Wars. Consulting diverse fields such as philosophy, literature, political science, and religious studies, Dallmayr equates modern history with a process of steady pluralization. This process, which Dallmayr calls "integral pluralism," requires new connections and creates ethical responsibilities. Dallmayr critically compares integral pluralism against the theories of Carl Schmitt, the Religious Right, international "realism," and so-called political Islam. Drawing on the works of James, Heidegger, Gadamer, and Merleau-Ponty, Integral Pluralism offers sophisticated and carefully researched solutions for the conflicts of the modern world.
The book denounces the irresponsible recklessness of some geopolitical agendas which are pushing the world relentlessly toward a major global war, and possibly toward nuclear destruction or apocalypse. The Bulletin of Atomic Scientists has recently placed the "Doomsday Clock" at three minutes to midnight. Signs pointing toward a possible grand disaster are multiple: everywhere one looks in our world today one finds ethnic and religious conflicts, bloody mayhem, incipient genocide, proxy wars and "hybrid" wars", renewal of the Cold War. Add to these ills global economic crises, massive streams of refugees, and the threats posed by global warming - and the picture of a world in complete disorder is complete. Thus, it is high time for humankind to wake up. Starting from the portrayal of global "anomie", the book issues a call to people everywhere to oppose the rush to destruction and to return to political sanity and the quest for peace. This is a call to global public responsibility. In ethical terms, it says that people everywhere have an obligation to prevent apocalypse and to "maintain" our world or "hold the world together" in all its dimensions - including the dimensions of human and social life, natural ecology, and human spiritual aspirations (or openness to the divine). Differently out: in lieu of the prevailing disorder and brokenness, the book urges us to search for a new "wholeness" and just peace. The book is intercultural and also inter-disciplinary. Since the aim is holistic - to hold the world together - the book necessarily has to draw on many disciplines: including philosophy, theology, social science, history, and literature. In terms of Western philosophical and intellectual legacies, it draws mainly on the teachings of Nietzsche, Heidegger, and Derrida. It also offers a completely new interpretation of the work of Thomas Hobbes, unearthing in this work an ethical demand to exit from the state of perpetual warfare in the direction of a shared commonwealth. The text also relies on the teachings of Christian theology (both Catholic and Protestant), invoking at crucial junctures the works of Karl Barth, Raimon Panikkar, and others. In terms of non-Western intellectual and spiritual legacies, the book offers new interpretations of leading texts in the Indian and Chinese traditions. Thus, emphasis is placed on the ideas of "world maintenance" (loka-samgraha) in Hinduism and of "All-Under-Heaven" in classical Chinese thought. Although a central thrust of the text is for a new wholeness, the goal is not a uniform synthesis where everything would be swallowed up in a bland unity. Rather the issue is how to preserve diversity of the world in its rightful integrity, by linking all elements in a complex web of interconnections and "relationality".
Know who you are and what you stand for—and use that knowledge to become a truly great leader! Four great books help you become a more focused, honorable, successful leader! In Identity: Your Passport to Success, Stedman Graham reveals why success in life flows from establishing your authentic identity: first, within yourself, and then outside, in the world. Graham provides a working definition of identity, shares powerful insights about why it’s so important, offers a process and structure for your own journey, and introduces his patented 9 Step Plan for SuccessTM. In Leading at a Higher Level, Revised and Expanded Edition, the legendary Ken Blanchard and his colleagues bring together everything they’ve learned about world-class leadership. Discover how to create targets and visions based on the “triple bottom line,” and make sure people know who you are, where you’re going, and the values that will guide your journey. In Winners Never Cheat, Jon M. Huntsman shows how to succeed at the top, without sacrificing principles that make life worth living. Huntsman personally built a $12 billion company from scratch, the old-fashioned way: with integrity. Now, he tells you how he did it, and how you can, too. Finally, in Moral Intelligence 2.0, Doug Lennick and Fred Kiel demonstrate why sustainable optimal business performance requires superior moral and emotional competencies. Using new case studies, they identify connections between moral intelligence and higher levels of trust, engagement, retention, and innovation. Readers will find specific guidance on moral leadership in both large organizations and entrepreneurial ventures, plus a new step-by-step plan for measuring and strengthening organizational integrity, responsibility, compassion, forgiveness, and more. From world-renowned experts in team building and team leadership, including Stedman Graham, Ken Blanchard, Jon M. Huntsman, Doug Lennick, and Fred Kiel
Great leaders embrace a higher purpose to win. The Net Promoter System shines as their guiding star. Few management ideas have spread so far and wide as the Net Promoter System (NPS). Since its conception almost two decades ago by customer loyalty guru Fred Reichheld, thousands of companies around the world have adopted it—from industrial titans such as Mercedes-Benz and Cummins to tech giants like Apple and Amazon to digital innovators such as Warby Parker and Peloton. Now, Reichheld has raised the bar yet again. In Winning on Purpose, he demonstrates that the primary purpose of a business should be to enrich the lives of its customers. Why? Because when customers feel this love, they come back for more and bring their friends—generating good profits. This is NPS 3.0 and it puts a new take on the age-old Golden Rule—treat customers the way you would want a loved one treated—at the heart of enduring business success. As the compelling examples in this book illustrate, companies with superior NPS consistently deliver higher returns to shareholders across a wide array of industries. But winning on purpose isn't easy. Reichheld also explains why many NPS practitioners achieve just a small fraction of the system's full potential, and he presents the newest thinking and best practices for doing NPS right. He unveils the Earned Growth Rate (EGR): the first reliable, complementary accounting measure that can truly leverage the power of NPS. With keen insight and moving personal stories, Reichheld advances the thinking and practice of NPS. Winning on Purpose is your indispensable guide for inspiring customer love within your own teams and using Net Promoter to achieve both personal and business success.
The classic bestseller outlining tactics for any business striving to achieve market dominance What does your company do better than anyone else? What unique value do you provide to your customers? How will you increase that value next year? Drawing on in-depth studies and interviews with the top CEOs in the country, renowned business strategists Michael Treacy and Fred Wiersema reveal that successful companies do not attempt to be everything to everyone. Instead, they win customers by mastering one of three "value disciplines": the highest quality products, the lowest prices, or the best customer experiences. From FedEx to Walmart, the companies that relentlessly focused on a single discipline not only thrived but dominated their industries, while once powerful corporations that didn't get the message, from Kodak to IBM, faltered. Presented in disarmingly simple and provocative terms, The Discipline of Market Leaders shows what it takes to become a leader in your market, and stay there, in an ever more sophisticated and demanding world.
Wastewater disposal by marine outfalls is proven and effective and is a reliable and cost effective solution with minimal environmental impacts. The design and siting of submarine outfalls is a complex task that relies on many disciplines including oceanography, civil and environmental engineering, marine biology, construction, economics, and public relations. Marine Wastewater Outfalls and Treatment Systems brings these disciplines together and outlines all tasks involved in the planning and design of a wastewater system involving a marine outfall. This book concerns the design of marine wastewater disposal systems: that is an ocean outfall plus treatment plant. All aspects of outfall design and planning are covered, including water quality design criteria, mathematical modelling of water quality and dilution, gathering required oceanographic data, appropriate wastewater treatment for marine discharges, construction materials for marine pipelines, forces on pipelines and outfall design, outfall hydraulics, outfall construction, tunnelled outfalls, operation and maintenance, monitoring, case studies are discussed and methods for gaining public acceptance for the project are presented. Finally, costs for many outfalls around the world are summarized and methods for estimating costs are given. This is the first book to consider all aspects of marine outfall planning and construction. The authors are all extensively involved with outfall schemes and aware of recent developments. The science and technology of all aspects of outfall discharges into coastal waters and estuaries of treated municipal or industrial wastewater has advanced considerably over the past few years. Marine Wastewater Outfalls and Treatment Systems provides an up to date and comprehensive summary of this rapidly developing area.
The Living Systems Theory of Vocational Behavior and Development (LSVD) explains and illustrates the processes by which individuals construct their work experiences, vocational pathways and career patterns through episodes of interaction with affordances they recognize within their contexts, and how counseling can facilitate those processes. The LSVD was created by combining the scientifically based systems theory that explicates the dynamics of all aspects of human functioning and development, called Humans as Self-Constructing Living Systems, with important ideas about vocational behavior and development. The resulting integrative theory represents the individual person as a dynamic, self-directing and self-constructing entity, i.e., a living system. Behavior Episodes (BEs) are the fundamental, person-in-context, dynamic units of analysis that serve as the “building blocks” by which individuals construct and retain their experiences in patterns that can be reactivated to facilitate future BEs. The book describes how individuals’ history of satisfying BEs and their current activities provide the means by which vocational and career counselors can assist them to create satisfying vocational pathways. It also describes for researchers how new, non-linear, person-centered, quantitative and qualitative research methods can be used to analyze BE patterns to advance understanding of person-level processes that play key roles in individuals’ vocational behavior and development. The LSVD was designed to be not just an integrative framework for the field of career development, but also to reconnect the field to related areas such as human resources and industrial-organizational psychology and to the range of human sciences that have already embraced a living systems theoretical model.
Marilyn Monroe remains the most provocative female legend of the twentieth century. What you may have known about her before was only the tip of the iceberg. For twenty years, the men and women who knew Marilyn best saw what they knew suppressed because certain important people were still living, and the tenor of the times prohibited frankness. Instead, rumors ballooned. This book finally sets the record straight. Fred Guiles—whom Norman Mailer acknowledges as the chief source of fact about Marilyn—has written the life behind the legend. He reveals what really happened in the careening career of the pretty waif named Norma Jean Mortensen, who married the boy next door, became a model, an actress, movie star, married an incompatible legend named Joe DiMaggio, sought to improve the mind that came with her near-perfect body, married playwright Arthur Miller, lent herself to the Svengalilike ministrations of Paula and Lee Strasberg, became the mistress of John and then Robert Kennedy when they ran the country, kept camera crews and studios waiting—but not death, which took her under the most unusual circumstances by the age of thirty-six. A legend, by definition, is unaltered by fact, but the enthralled reader will find the revelations in this book no deterrent to the love of Marilyn Monroe by understanding at last what happened to the Queen of Need. Among the people interviewed for this book are Arthur Miller; James E. Dougherty, her first husband; Frank Taylor, the producer of The Misfits; Lee Strasberg; Otto Preminger; Billy Wilder; Joshua Logan and John Huston.
This book is about measuring innovation, not just in the business sector but in every sector of the economy, using, for the first time, an internationally agreed general definition of innovation. The resulting indicators can be used to inform policy development, and offer a better understanding of the impact of the innovation policy of governments, the strategy of businesses and the practice of households, in a more digital economy. Innovation is a systems phenomenon and systems provide a structure throughout the book.
In Moral Intelligence 2.0, Lennick and Kiel extensively identify the moral components at the heart of the recent financial crisis, and illuminate the monetary and human costs of failed moral leadership in global finance, business and government. The authors begin by systematically defining the principles of moral intelligence and the behavioral competencies associated with them. Next, they demonstrate why sustainable optimal performance–on both an individual and organizational level–requires the development and application of superior moral and emotional competencies. Using many new examples and real case studies and new interviews with key business leaders, they identify connections between moral intelligence and higher levels of trust, engagement, retention, and innovation. Readers will find specific guidance on moral leadership in both large organizations and entrepreneurial ventures, as well as a new, practical, step-by-step plan for measuring and strengthening every component of moral intelligence–from integrity and responsibility to compassion and forgiveness. In Jon Huntsman's Winners Never Cheat: Even In Difficult Times. Who's Jon Huntsman? Someone who started with practically nothing, and made it to Forbes' list of America's Top 100 richest people: a self-made multi-billionaire. This book presents the lessons of his lifetime in business: a life that has included the best of times and the worst. The first edition became an instant classic; now, Huntsman has thoroughly updated it with new chapters on maintaining your principles in difficult times, when dishonest "sharks" seem to be everywhere. This is no mere exhortation: it's as practical as a book can get. It's about how you listen to your moral compass, even as others ignore theirs. It's about building teams with higher values...sharing success and taking responsibility...earning the rewards that only come with giving back. Huntsman built his career and fortune on these principles. You don't live them just to "win": you live them because they're right. But in an age of cheating and scandal, Huntsman's life proves honesty is more than right: it's your biggest competitive differentiator. So, consider what kind of person you want to do business with. Then, be that person and use this book to get you there. All author royalties from this book go to the Huntsman Cancer Foundation.
W. C. Handy, Furry Lewis, Booker White, Lillie May Glover, Roosevelt Sykes, Arthur Crudup, B. B. King, Bobby Blue Bland, Muddy Waters -- these and other musicians, singers, and songwriters, including the young Elvis Presley, eventually went to Beale Street in Memphis, Tennessee, to learn, improve, and practice their art. "To Handy and untold other blacks, Beale became as much a symbol of escape from black despair as Harriet Tubman's underground railroad," says Margaret McKee and Fred Chisenhall. They present Beale as a living microcosm of determination, survival, and change -- from its early days as a raucous haven for gamblers and grafters and as a black show business center to its present-day languishing. Choosing the former newspaper columnist, disc jockey, and schoolteacher Nat. D. Williams, as their main authority for the first part of this volume -- the street's history -- the authors have selected an individual with wisdom, perspective, and a distinctive voice that speaks from a lifetime of experience on Beale. His radio show on WDIA, "Tan Town Jamboree," was heard by thirteen-year-old Elvis Presley. Nat D. said, "We had a boast that if you made it on Beale Street, you can make it anywhere. And Elvis Presley made it on Beale first." Another Beale Streeter recalls, "He got that shaking, that wiggle, from Charlie Burse -- Ukulele Ike we called him -- right there at the Gray Mule on Beale." The street's history is richly complemented by the rare, extensive interviews that constitute the second half of the volume. "We undertook our research," the authors tell us, "not as a study of the blues but of the blues musicians themselves. They were a dying breed, these wandering minstrels who had become the principal storytellers of their people." Most of the musicians interviewed grew up in the rural southern areas where the authors found them, sometimes not far from their early homes. They tell of the music that took them to Memphis' street of the living blues. All show a resilience to despair, despite life's harsh times. Arthur "Big Boy" Crudup, who never received his accumulated royalties, shrugs, "I come here with nothing and I ain't going away with nothing, and it's no need worrying my life with it." In the life of Beale Street and in the conversations of its musicians, we experience with penetrating awareness a delicate balance of humor, courage, and pain.
For 25 years, Lewis's Child and Adolescent Psychiatry has been the cornerstone of every child and adolescent psychiatrist’s library. Now, three colleagues of Dr. Lewis at the world-renowned Yale Child Study Center, have substantially updated and revised this foundational textbook for its long-awaited fifth edition, the first in ten years. Encyclopedic in scope, it continues to serve as a broad reference, deftly encompassing and integrating scientific principles, research methodologies, and everyday clinical care.
Offers an outlet for the discussion of multi-level problems and solutions across a variety of fields of study. This title contains five major essays with commentaries and rebuttals that cover a range of topics, but in the realms of organizational behavior and leadership.
Greenfield and Robinson state in their preface that they have sought to include every book, monograph, article, note, and review published on Old English literature since the invention of printing. They have come as close to doing so as two descendants of Adam possibly can, undeterred by the trouble at Babel. (By my count, thirty different languages are represented in the bibliography, sixteen of them frequently.) Rarely has any bibliography in any other discipline equalled the thoroughness and accuracy of this one. It is a contribution for which Greenfield and Robinson will long receive from their colleagues that measure of gratitude reserved for Old English scholarship's most bounteous treasure-givers."--Carl T. Berkhout"What astonishes is how well [Greenfield and Robinson] have succeeded in what they set out to do, how uniformly excellent their volume is in all its profusion of information and detail. . . . The Bibliography will bring scholars that peculiar joy in complex intellectual work done well that only they know; it will be immensely useful, virtually indispensable--if not a vade mecum because of its size . . . then at least an enchiridion with which they will fight their battles on behalf of Beowulf and Brunanburb and the Blickling Homilies."--The Old English Newsletter"[A] volume long needed, [the Bibliography] will now become an indispensable reference work for every student of Old English literature from the beginner to the acknowledged authority."--British Book News
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