Products

Learn how frictionless organizations cut costs, grow revenue, and create loyal fans by creating products and services that work so well, their customers never have to contact them for the wrong reasons.

This book will help any customer-facing organization deliver better customer experiences, save money, and increase revenue. Veteran customer service experts Bill Price and David Jaffe, coauthors of the bestseller The Best Service Is No Service, explain how organizations can design products, sales, and support so that customer effort is reduced or, better still, removed. This simplicity for the customer is what Price and Jaffe call frictionless.

The book defines a straightforward methodology, drawing on more than thirty practical examples from leading companies across four continents. The approach provides a radically different way for the whole business to focus on the customer experience. It explains how any organization can look at all customer interactions as potential opportunities for improvement and question whether they are helpful or represent symptoms of friction.

Lower friction innovators are disrupting established businesses in every industry. This detailed guide shows how any business-from start-ups to major multinational corporations-can remove friction. Being frictionless has become a strategic necessity, and now this strategy is available to any organization.

Learn how frictionless organizations cut costs, grow revenue, and create loyal fans by creating products and services that work so well, their customers never have to contact them for the wrong reasons.

This book will help any customer-facing organization deliver better customer experiences, save money, and increase revenue. Veteran customer service experts Bill Price and David Jaffe, coauthors of the bestseller The Best Service Is No Service, explain how organizations can design products, sales, and support so that customer effort is reduced or, better still, removed. This simplicity for the customer is what Price and Jaffe call frictionless.

The book defines a straightforward methodology, drawing on more than thirty practical examples from leading companies across four continents. The approach provides a radically different way for the whole business to focus on the customer experience. It explains how any organization can look at all customer interactions as potential opportunities for improvement and question whether they are helpful or represent symptoms of friction.

Lower friction innovators are disrupting established businesses in every industry. This detailed guide shows how any business-from start-ups to major multinational corporations-can remove friction. Being frictionless has become a strategic necessity, and now this strategy is available to any organization.

Learn how frictionless organizations cut costs, grow revenue, and create loyal fans by creating products and services that work so well, their customers never have to contact them for the wrong reasons.

Many organizations focus so intently on improving the way customers interact with them that they don't ask the more fundamental question of whether the interactions are needed in the first place. Every contact channel adds cost and complexity. And while customers appreciate that they can now call, chat, text, or email to check an order or resolve a problem, they appreciate not having to do anything even more.

Veteran customer service experts Bill Price and David Jaffe explain how service, support, and sales can be made invisible, reducing costs and providing a better customer experience. Drawing on examples from four continents and over twenty-five countries, they provide a logical and sequential methodology that every reader can follow.

Reducing contact with customers means proactively focusing on the customer perspective, which is always a good idea. This means organizations need to rethink all aspects of their business, from product and services design to quality and control. It is a whole enterprise initiative, but one with a huge upside.

Outstanding Book of the Year gold medalist and “Most Likely to Save the Planet” from the Independent Book Publisher Awards.

Tom Szaky sets out to do the impossible – eliminate all waste. This book paints a future of a “circular economy” that relies on responsible reuse and recycling to propel the world towards eradicating overconsumption and waste.

Only 35 percent of the 240 million metric tons of waste generated in the United States alone gets recycled, according to the Environmental Protection Agency. This extraordinary collection shows how manufacturers can move from a one-way take-make-waste economy that is burying the world in waste to a circular, make-use-recycle economy.

Steered by Tom Szaky, recycling pioneer, eco-capitalist, and founder and CEO of TerraCycle, each chapter is coauthored by an expert in his or her field. From the distinct perspectives of government leaders, consumer packaged goods companies, waste management firms, and more, the book explores current issues of production and consumption, practical steps for improving packaging and reducing waste today, and big ideas and concepts that can be carried forward.

Intended to help every business from a small start-up to a large established consumer product company, this book serves as a source of knowledge and inspiration. The message from these pioneers is not to scale back but to innovate upward. They offer nothing less than a guide to designing ourselves out of waste and into abundance.

Outstanding Book of the Year gold medalist and “Most Likely to Save the Planet” from the Independent Book Publisher Awards.

Tom Szaky sets out to do the impossible – eliminate all waste. This book paints a future of a “circular economy” that relies on responsible reuse and recycling to propel the world towards eradicating overconsumption and waste.

Only 35 percent of the 240 million metric tons of waste generated in the United States alone gets recycled, according to the Environmental Protection Agency. This extraordinary collection shows how manufacturers can move from a one-way take-make-waste economy that is burying the world in waste to a circular, make-use-recycle economy.

Steered by Tom Szaky, recycling pioneer, eco-capitalist, and founder and CEO of TerraCycle, each chapter is coauthored by an expert in his or her field. From the distinct perspectives of government leaders, consumer packaged goods companies, waste management firms, and more, the book explores current issues of production and consumption, practical steps for improving packaging and reducing waste today, and big ideas and concepts that can be carried forward.

Intended to help every business from a small start-up to a large established consumer product company, this book serves as a source of knowledge and inspiration. The message from these pioneers is not to scale back but to innovate upward. They offer nothing less than a guide to designing ourselves out of waste and into abundance.

Tom Szaky sets out to do the impossible – eliminate all waste. This book paints a future of a “circular economy” that relies on responsible reuse and recycling to propel the world towards eradicating overconsumption and waste.


The Future of Packaging provides a straightforward solution to tackling the daunting issues of waste in the packaging industry by returning to a “circular economy.” Beginning with a critique of the irresponsibility of the packaging industry and its contributions to wastefulness, Tom Szaky and his coauthors illuminate the path towards a waste-free future with lessons from the past. The goal of this book is to serve as a guide for designing a circular economy, showcasing how the world has moved away from circular systems of consumption (i.e. refillable milk/water/beer) to largely linear systems (i.e. milk bags/plastic bottles/plastic kegs). Objects were circular up until the 1940s, after which complex materials and a culture of consumerism began to create waste that nature couldn't handle. The way to get back to more circular systems starts with design and, after that, implementing systems. With the support and experiences of industry leaders in sustainable development, Szaky helps readers make the shift from a linear economy, which depends on extracting resources and overconsumption, to a circular economy that allows for growth.

“An upbeat, highly empathetic call to better leadership.”—Kirkus Reviews

Stop feeling stuck in traditional leadership approaches—master 7 heart-led actions that transform how you lead, connect authentically with your team, and drive business growth.

Leading with only technical skills isn't enough anymore. You need people to build a successful business—and today's workforce demands leaders who see beyond the bottom line. If you're feeling stuck or sensing that traditional leadership advice isn't connecting, this is your roadmap to the modern leadership approach that actually works.

Through 7 practical, heart-led actions, you'll learn to connect authentically with your team, drive engagement, and achieve measurable business results. Being vulnerable takes courage, but when you lead with generosity, you unlock profound benefits:

• deeper team connections
• stronger organizational performance
• accelerated career growth
• broader societal impact

This proven framework includes the following:

1. Generous communication to build trust
2. Generous listening to understand perspectives
3. Generous inclusion to invite collaboration
4. Becoming an ally to create opportunities
5. Generous development to validate and expand potential
6. Generous moments to acknowledge what matters
7. Showing up authentically without masks

Through unforgettable stories from the author and CEOs of well-recognized companies, you'll see exactly how generous leadership transformed their organizations and careers. Winner of the NYC Big Book Award Distinguished Favorite and Eric Hoffer First Horizon Award finalist, this is the trusted reference for leaders ready to master modern leadership.

“An upbeat, highly empathetic call to better leadership.”—Kirkus Reviews

Stop feeling stuck in traditional leadership approaches—master 7 heart-led actions that transform how you lead, connect authentically with your team, and drive business growth.

Leading with only technical skills isn't enough anymore. You need people to build a successful business—and today's workforce demands leaders who see beyond the bottom line. If you're feeling stuck or sensing that traditional leadership advice isn't connecting, this is your roadmap to the modern leadership approach that actually works.

Through 7 practical, heart-led actions, you'll learn to connect authentically with your team, drive engagement, and achieve measurable business results. Being vulnerable takes courage, but when you lead with generosity, you unlock profound benefits:

• deeper team connections
• stronger organizational performance
• accelerated career growth
• broader societal impact

This proven framework includes the following:

1. Generous communication to build trust
2. Generous listening to understand perspectives
3. Generous inclusion to invite collaboration
4. Becoming an ally to create opportunities
5. Generous development to validate and expand potential
6. Generous moments to acknowledge what matters
7. Showing up authentically without masks

Through unforgettable stories from the author and CEOs of well-recognized companies, you'll see exactly how generous leadership transformed their organizations and careers. Winner of the NYC Big Book Award Distinguished Favorite and Eric Hoffer First Horizon Award finalist, this is the trusted reference for leaders ready to master modern leadership.

“An upbeat, highly empathetic call to better leadership.”—Kirkus Reviews

Stop feeling stuck in traditional leadership approaches—master 7 heart-led actions that transform how you lead, connect authentically with your team, and drive business growth.

Leading with only technical skills isn't enough anymore. You need people to build a successful business—and today's workforce demands leaders who see beyond the bottom line. If you're feeling stuck or sensing that traditional leadership advice isn't connecting, this is your roadmap to the modern leadership approach that actually works.

Through 7 practical, heart-led actions, you'll learn to connect authentically with your team, drive engagement, and achieve measurable business results. Being vulnerable takes courage, but when you lead with generosity, you unlock profound benefits:

• deeper team connections
• stronger organizational performance
• accelerated career growth
• broader societal impact

This proven framework includes the following:

1. Generous communication to build trust
2. Generous listening to understand perspectives
3. Generous inclusion to invite collaboration
4. Becoming an ally to create opportunities
5. Generous development to validate and expand potential
6. Generous moments to acknowledge what matters
7. Showing up authentically without masks

Through unforgettable stories from the author and CEOs of well-recognized companies, you'll see exactly how generous leadership transformed their organizations and careers. Winner of the NYC Big Book Award Distinguished Favorite and Eric Hoffer First Horizon Award finalist, this is the trusted reference for leaders ready to master modern leadership.

“An upbeat, highly empathetic call to better leadership.”—Kirkus Reviews

Stop feeling stuck in traditional leadership approaches—master 7 heart-led actions that transform how you lead, connect authentically with your team, and drive business growth.

Leading with only technical skills isn't enough anymore. You need people to build a successful business—and today's workforce demands leaders who see beyond the bottom line. If you're feeling stuck or sensing that traditional leadership advice isn't connecting, this is your roadmap to the modern leadership approach that actually works.

Through 7 practical, heart-led actions, you'll learn to connect authentically with your team, drive engagement, and achieve measurable business results. Being vulnerable takes courage, but when you lead with generosity, you unlock profound benefits:

• deeper team connections
• stronger organizational performance
• accelerated career growth
• broader societal impact

This proven framework includes the following:

1. Generous communication to build trust
2. Generous listening to understand perspectives
3. Generous inclusion to invite collaboration
4. Becoming an ally to create opportunities
5. Generous development to validate and expand potential
6. Generous moments to acknowledge what matters
7. Showing up authentically without masks

Through unforgettable stories from the author and CEOs of well-recognized companies, you'll see exactly how generous leadership transformed their organizations and careers. Winner of the NYC Big Book Award Distinguished Favorite and Eric Hoffer First Horizon Award finalist, this is the trusted reference for leaders ready to master modern leadership.

Better Together

FDR and Eleanor. Mick and Keith. Jobs and Woz. There are countless examples of introvert-extrovert partnerships who make brilliant products, create great works of art, and even change history together. But these partnerships don't just happen. They demand wise nurturing.

The key, says bestselling author Jennifer Kahnweiler, is for opposites to stop emphasizing their differences and use approaches that focus them both on moving toward results. Kahnweiler's first-of-its-kind practical five-step process helps introverts and extroverts understand and appreciate each other's wiring, use conflicts to spur creativity, enrich their own skills by learning from the other, and see and act on things neither would have separately. Kahnweiler shows how to perform the delicate balancing act required to create a whole that is exponentially greater than the sum of its parts.

Better Together

FDR and Eleanor. Mick and Keith. Jobs and Woz. There are countless examples of introvert-extrovert partnerships who make brilliant products, create great works of art, and even change history together. But these partnerships don't just happen. They demand wise nurturing.

The key, says bestselling author Jennifer Kahnweiler, is for opposites to stop emphasizing their differences and use approaches that focus them both on moving toward results. Kahnweiler's first-of-its-kind practical five-step process helps introverts and extroverts understand and appreciate each other's wiring, use conflicts to spur creativity, enrich their own skills by learning from the other, and see and act on things neither would have separately. Kahnweiler shows how to perform the delicate balancing act required to create a whole that is exponentially greater than the sum of its parts.

Bestselling author Jennifer Kahnweiler (Quiet Influence and The Introverted Leader-over 20,000 copies sold each) offers a five-step process that will help introverts and extroverts understand and appreciate each other and work together to achieve more than they ever could on their own.

Mick and Keith. Jobs and Woz. FDR and Eleanor. Gilbert and Sullivan. History is filled with examples of successful introvert-extrovert partnerships. But how can two people who sometimes seem to be from different planets not just work together but make extraordinary products, create great works of art, and even change history?

Jennifer Kahnweiler says the key is to remember that these relationships are most successful when opposites stop emphasizing their differences and use approaches that move them towards results. She provides a five-step process that helps introverts and extroverts understand each other's “cultures,” use their inevitable conflicts to spur creativity, find the right roles within their partnership, enjoy each other's company, and adapt and adjust their roles when working with clients. These partnerships require constant maintenance-opposites don't attract, they have to work at it. But when they succeed they produce exponential results. Blending the two points of view allows both partners to see and act on things neither partner would have separately.

Under Joe Solmonese's leadership, the Human Rights Campaign became the model other organizations look toward to create effective social and political change. Against daunting odds, HRC was instrumental in passing landmark national legislation such as the Matthew Shepard and James Byrd, Jr., Hate Crimes Prevention Act; repealing “Don't Ask, Don't Tell”; and passing marriage equality acts in eight states. How did Solmonese and HRC do it?

What Solmonese reveals in this book is that for him, the key to success was learning to harness his anger. Essentially it's just a form of energy. Channeled, it can keep you moving forward on a long journey. But uncontrolled, it can blow everything up.

With this as his guiding principle, Solmonese uses stories from his work with HRC and his previous position as CEO of the powerful women's organization EMILY's List to share a series of often-surprising lessons. For example, empathize with your enemies instead of shaming them, find allies wherever you can, and ask for the doable, not the impossible (even when the “impossible” is your ultimate goal). Most striking in this book are the stories of Solmonese's ability to draw some kind of win—however small—from seeming adversaries.

But at every step of the way he emphasizes the importance of managing the yin-yang tension of anger. Particularly when one is dealing with irrational and offensive attitudes, the temptation is ever present to give in to righteous indignation. While it's fine to feel it, Solmonese's advice is to always be strategic with your outrage.

Under Joe Solmonese's leadership, the Human Rights Campaign became the model other organizations look toward to create effective social and political change. Against daunting odds, HRC was instrumental in passing landmark national legislation such as the Matthew Shepard and James Byrd, Jr., Hate Crimes Prevention Act; repealing “Don't Ask, Don't Tell”; and passing marriage equality acts in eight states. How did Solmonese and HRC do it?

What Solmonese reveals in this book is that for him, the key to success was learning to harness his anger. Essentially it's just a form of energy. Channeled, it can keep you moving forward on a long journey. But uncontrolled, it can blow everything up.

With this as his guiding principle, Solmonese uses stories from his work with HRC and his previous position as CEO of the powerful women's organization EMILY's List to share a series of often-surprising lessons. For example, empathize with your enemies instead of shaming them, find allies wherever you can, and ask for the doable, not the impossible (even when the “impossible” is your ultimate goal). Most striking in this book are the stories of Solmonese's ability to draw some kind of win—however small—from seeming adversaries.

But at every step of the way he emphasizes the importance of managing the yin-yang tension of anger. Particularly when one is dealing with irrational and offensive attitudes, the temptation is ever present to give in to righteous indignation. While it's fine to feel it, Solmonese's advice is to always be strategic with your outrage.

Former Human Rights Campaign president Joe Solmonese shares powerful lessons learned from negotiating and collaborating with others who disagreed and even despised him. Takeaway: you can accomplish wonders-like achieving marriage equality-if you can use your anger strategically and channel it in the direction of the greater good.


Under Joe Solmonese's leadership, the Human Rights Campaign, the nation's largest LGBT rights organization, became the model other organizations look toward to create effective social and political change. Ranked among the National Journal's top five most effective groups, HRC was instrumental in passing landmark national legislation such as the Matthew Shepard and James Byrd, Jr.
Hate Crimes Prevention Act, the repeal of "Don't Ask, Don't Tell," and the passage of marriage equality in eight states.

Beginning with a moving story of working with Matthew Sheppard's mother Virginia in passing the hate crimes bill that bears Matthew's name, Solmonese shows how he discovere that channeled anger can drive a commitment to change. Mrs. Sheppard taught him to keep his unquestionably justifiable anger from blinding him in the moment, and instead use it strategically, in the service of a larger purpose. In this book he uses the lessons he learned during tenure at HRC, as well as his previous position as the CEO of Emily's List, and his current work as a corporate consultant, to teach readers how they can affect real, lasting change in society and at work. His often-surprising lessons may not be entirely expected or celebrated by all groups, e.g., don't shame your enemies, find allies wherever you can, and ask for the doable, not the impossible. Most striking in this book are the stories of Joe's ability to draw some kind of win-however small-from seeming enemies. Many of these former enemies became stalwart allies over time. Joe's book is more concerned with the “long game” of changing culture and achieving long-term goals, not the “short game” of enforcing purity or litmus tests.

“Not only does Anholt explain the challenges facing the world with unique clarity, he also provides genuinely new, informative, practical, innovative solutions. . . . The book is a must-read for anyone who cares about humanity's shared future.”
—H. E. Mohamed Abdullahi Mohamed (Farmaajo), President of the Federal Republic of Somalia

Simon Anholt has spent decades helping countries from Austria to Zambia to improve their international standing. Using colorful descriptions of his experiences—dining with Vladimir Putin at his country home, taking a group of Felipe Calderon's advisors on their first Mexico City subway ride, touring a beautiful new government hospital in Afghanistan that nobody would use because it was in Taliban-controlled territory—he tells how he began finding answers to that question.

Ultimately, Anholt hit on the Good Country Equation, a formula for encouraging international cooperation and reinventing education for a globalized era. Anholt even offers a “selfish” argument for cooperation: he shows that it generates goodwill, which in turn translates into increased trade, foreign investment, tourism, talent attraction, and even domestic electoral success. Anholt insists we can change the way countries behave and the way people are educated in a single generation—because that's all the time we have.

“Not only does Anholt explain the challenges facing the world with unique clarity, he also provides genuinely new, informative, practical, innovative solutions. . . . The book is a must-read for anyone who cares about humanity's shared future.”
—H. E. Mohamed Abdullahi Mohamed (Farmaajo), President of the Federal Republic of Somalia

Simon Anholt has spent decades helping countries from Austria to Zambia to improve their international standing. Using colorful descriptions of his experiences—dining with Vladimir Putin at his country home, taking a group of Felipe Calderon's advisors on their first Mexico City subway ride, touring a beautiful new government hospital in Afghanistan that nobody would use because it was in Taliban-controlled territory—he tells how he began finding answers to that question.

Ultimately, Anholt hit on the Good Country Equation, a formula for encouraging international cooperation and reinventing education for a globalized era. Anholt even offers a “selfish” argument for cooperation: he shows that it generates goodwill, which in turn translates into increased trade, foreign investment, tourism, talent attraction, and even domestic electoral success. Anholt insists we can change the way countries behave and the way people are educated in a single generation—because that's all the time we have.