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This sixth edition of the number one bestselling employee retention book in the world (over 800,000 copies sold) puts a new emphasis on diversity and inclusion but keeps the same appealing format: twenty-six simple strategies from A to Z.

Despite booms and busts, technology advances, talent wars, layoffs, and even a global pandemic, people want what they've always wanted. Employees want—and now expect—meaningful work, supportive bosses, regular recognition, and a chance to learn and grow. And managers want their amazing people to stay—for at least a little while longer. For two decades, this Wall Street Journal bestseller—over 800,000 sold—has offered twenty-six simple strategies, from A to Z, that managers can use to address their employees' real concerns and keep them engaged.

The authors have gone over every word of the previous edition, revising, updating, and streamlining. This edition includes a timely focus on diversity and inclusion in every chapter. For example, chapter 6 focuses on family. Different cultures view family responsibilities differently, so the authors address how to take that into consideration when a treasured employee asks for extended leave to care for a grandparent. And a new section called “Conversations That Count” offers discussion questions for sparking deeper conversation around the topics in the book.

This new edition will ensure that Love 'Em or Lose 'Em will continue to help managers all over the world create a supportive workplace culture so they can fight burnout and keep the people they can least afford to lose.

This sixth edition of the number one bestselling employee retention book in the world (over 800,000 copies sold) puts a new emphasis on diversity and inclusion but keeps the same appealing format: twenty-six simple strategies from A to Z.


Retention and engagement are perennial concerns for every business in any economy. For two decades, this Wall Street Journal bestseller has offered twenty-six simple strategies-from A to Z-that managers can use to address their employees' real concerns and keep them engaged.

The revised and updated sixth edition includes a timely focus on diversity and inclusion in every chapter. For example, chapter 6 focuses on family. Different cultures view family responsibilities differently, so the authors address how a manager might take that into consideration when a treasured employee asks for extended leave to care for a grandparent. A new section called Conversation Starters offers discussion questions and ideas for how to spark more conversation around the topics in the book.

This new edition will ensure that Love 'Em or Lose 'Em will continue to help managers all over the world create a supportive workplace culture so they can fight burnout and keep the people they can least afford to lose.

Combining captivating personal memoir and astute political reportage, Marisa Handler offers a fascinating inside look at the burgeoning global justice movement through her own compelling coming-of-age story. Born in apartheid South Africa, Handler emigrated to Southern California at the age of twelve. Her gradual realization that injustice existed even in this more open, democratic society spurred a lifelong commitment to activism that would take her around the world and back again. Handler shares intimate details of her life as a global justice activist to offer a revealing perspective on what drives the movement. Tracing her own evolution as an activist, her story crisscrosses the globe, examining current sociopolitical issues from apartheid and racism to the Israeli-Palestinian conflict, corporate globalization, and the wars of the Bush administration. Along the way, Handler paints compelling portraits of the people she's encountered, shares gritty details of the sometimes-harrowing events that have changed and shaped her, and describes how she came to advocate a spiritually based, nonviolent activism as the best means for building the kind of world we wish to see.

Activist and journalist Marisa Handler takes us on a fascinating journey—from her childhood home in apartheid South Africa to Israel, India, Nepal, Ecuador, Peru, and all over the United States—to offer a rare and revealing glimpse inside the global justice movement. She examines the movement's strengths and contradictions, demystifies its confrontational tactics, and explains why it has become such a powerful force for change. With vivid details of the many characters and events that have influenced her, this gripping coming-of-age story shows how, in a globalized society, we each have within us the power to change the world.

In this personal and political narrative, Salon.com journalist and anti-globalization activist Marisa Handler offers readers both a compelling coming-of-age memoir and eye-opening insights into what's really going on inside the global justice movement.

We live in the midst of one of the greatest technological revolutions in history, an era of deep-seated transformation-a macroshift in civilization, says preeminent scholar and futurist Ervin Laszlo. Its signs and manifestations are all around us, from the deadly HIV/AIDS epidemic sweeping Africa and the dangerous fire-trap sweatshops routinely killing workers in Bangladesh, to the environmental havoc created by genetic engineering, power plant pollution and mechanized agriculture. The application of new technologies has turned into a double-edged sword.
The world is growing together in some respects, but is coming apart in others. Worldwide economic globalization, another sign of the macroshift, all too often benefits the few rather than the many. Hundreds of millions live at a higher material standard of living, but thousands of millions are pressed into abject poverty. The richest 20% earn ninety times the income of the poorest 20%, consume eleven times as much energy, and eat eleven times as much meat.
There have been other macroshifts in human history, but they spanned centuries, allowing cultural values, beliefs, and change to occur gradually. Today, technology has reduced our time to adapt; the entire critical period of change is compressed into the lifetime of a generation.
Today's macroshift, explains Laszlo, harbors great promise, as well as grave danger. He outlines two possible scenarios: "The Breakdown," where we choose to drift without a change in our current direction toward chaos, anarchy, and destruction, or "The Breakthrough," where we collectively transform our thinking and behavior to produce creative, sustainable solutions to dangerous global problems. And he shows what each of us can do-politically, professionally, and privately-to bring about the Breakthrough and shape a humane and sustainable global future.
While technology is what drives the unprecedented speed of this macroshift, it is our vision, values, and actions now that will ultimately determine the outcome. The choice is up to us-the power is in our hands.

We live in the midst of one of the greatest technological revolutions in history, an era of deep-seated transformation-a macroshift in civilization, says preeminent scholar and futurist Ervin Laszlo. Its signs and manifestations are all around us, from the deadly HIV/AIDS epidemic sweeping Africa and the dangerous fire-trap sweatshops routinely killing workers in Bangladesh, to the environmental havoc created by genetic engineering, power plant pollution and mechanized agriculture. The application of new technologies has turned into a double-edged sword. The world is growing together in some respects, but is coming apart in others. Worldwide economic globalization, another sign of the macroshift, all too often benefits the few rather than the many. Hundreds of millions live at a higher material standard of living, but thousands of millions are pressed into abject poverty. The richest 20% earn ninety times the income of the poorest 20%, consume eleven times as much energy, and eat eleven times as much meat. There have been other macroshifts in human history, but they spanned centuries, allowing cultural values, beliefs, and change to occur gradually. Today, technology has reduced our time to adapt; the entire critical period of change is compressed into the lifetime of a generation. Today's macroshift, explains Laszlo, harbors great promise, as well as grave danger. He outlines two possible scenarios: "The Breakdown," where we choose to drift without a change in our current direction toward chaos, anarchy, and destruction, or "The Breakthrough," where we collectively transform our thinking and behavior to produce creative, sustainable solutions to dangerous global problems. And he shows what each of us can do-politically, professionally, and privately-to bring about the Breakthrough and shape a humane and sustainable global future. While technology is what drives the unprecedented speed of this macroshift, it is our vision, values, and actions now that will ultimately determine the outcome. The choice is up to us-the power is in our hands.

We live in the midst of one of the greatest technological revolutions in history, an era of deep-seated transformation-a macroshift in civilization, says preeminent scholar and futurist Ervin Laszlo. Its signs and manifestations are all around us, from the deadly HIV/AIDS epidemic sweeping Africa and the dangerous fire-trap sweatshops routinely killing workers in Bangladesh, to the environmental havoc created by genetic engineering, power plant pollution and mechanized agriculture. The application of new technologies has turned into a double-edged sword.
The world is growing together in some respects, but is coming apart in others. Worldwide economic globalization, another sign of the macroshift, all too often benefits the few rather than the many. Hundreds of millions live at a higher material standard of living, but thousands of millions are pressed into abject poverty. The richest 20% earn ninety times the income of the poorest 20%, consume eleven times as much energy, and eat eleven times as much meat.
There have been other macroshifts in human history, but they spanned centuries, allowing cultural values, beliefs, and change to occur gradually. Today, technology has reduced our time to adapt; the entire critical period of change is compressed into the lifetime of a generation.
Today's macroshift, explains Laszlo, harbors great promise, as well as grave danger. He outlines two possible scenarios: "The Breakdown," where we choose to drift without a change in our current direction toward chaos, anarchy, and destruction, or "The Breakthrough," where we collectively transform our thinking and behavior to produce creative, sustainable solutions to dangerous global problems. And he shows what each of us can do-politically, professionally, and privately-to bring about the Breakthrough and shape a humane and sustainable global future.
While technology is what drives the unprecedented speed of this macroshift, it is our vision, values, and actions now that will ultimately determine the outcome. The choice is up to us-the power is in our hands.

Winner of the 2004 Publishers Marketing Association Benjamin Franklin Award for Best Business Book By the bestselling author of Managers As Mentors-over 100,000 copies sold Reveals the seven "magnetic service" secrets that work for cult-like brands such as Starbucks, Harley-Davidson, and Ritz-Carlton Provides tools, techniques, and tips for fostering customer devotion Magnetic Service provides a provocative yet practical blueprint for going beyond mere customer loyalty to create and sustain customer devotion. Devoted customers not only forgive you when you err but actually help you correct what caused the mistake. They don't just recommend you; they assertively insist that their friends do business with you. Authors Chip and Bilijack Bell made an intensive study of companies that inspire this kind of cult-like devotion-companies as diverse as Starbucks, Jack Daniels, Ritz-Carlton Hotels, GE, eBay, Chick-fil-A, Harley-Davidson, and many others. They found that these companies created customer experiences so captivating that they bound their customers to them-they provided "magnetic service." Chip and Bilijack identify the seven secrets of magnetic service, and use dozens of real-life examples to illustrate the secrets in action. And they show precisely what leaders can do to create a culture of magnetic service in any unit or organization.

Winner of the 2004 Publishers Marketing Association Benjamin Franklin Award for Best Business Book By the bestselling author of Managers As Mentors-over 100,000 copies sold Reveals the seven "magnetic service" secrets that work for cult-like brands such as Starbucks, Harley-Davidson, and Ritz-Carlton Provides tools, techniques, and tips for fostering customer devotion Magnetic Service provides a provocative yet practical blueprint for going beyond mere customer loyalty to create and sustain customer devotion. Devoted customers not only forgive you when you err but actually help you correct what caused the mistake. They don't just recommend you; they assertively insist that their friends do business with you. Authors Chip and Bilijack Bell made an intensive study of companies that inspire this kind of cult-like devotion-companies as diverse as Starbucks, Jack Daniels, Ritz-Carlton Hotels, GE, eBay, Chick-fil-A, Harley-Davidson, and many others. They found that these companies created customer experiences so captivating that they bound their customers to them-they provided "magnetic service." Chip and Bilijack identify the seven secrets of magnetic service, and use dozens of real-life examples to illustrate the secrets in action. And they show precisely what leaders can do to create a culture of magnetic service in any unit or organization.

People are often skeptical that there is anything they can do to raise society’s ethical level. Mark Pastin begs to differ. We can make a difference, and we don’t need ethics “experts” to tell us what to do. He argues that we all have an innate ethical sense—what he calls an “ethics eye.” He offers tools for sharpening the ethics eye so we can see and do the right thing ourselves, particularly in the workplace, where our decisions can affect not just ourselves but coworkers, clients, customers, and even an entire organization. Seeing what’s right is one thing—getting others to agree with you is another. With examples drawn from his decades of experience advising governments, corporations, and NGOs, Pastin shows how to identify competing interests, analyze the facts, understand the viewpoints, measure the benefits of different outcomes, and build consensus. You’ll gain confidence in your ethical sense, make better leadership decisions, and take actions that elevate the ethics of the groups and organizations you belong to—and society as a whole. “I know no one who has accomplished more than Pastin across the entire operations of ethical behavior. Enjoy his book, embrace his vision, adhere to his basic values and we will be a more ethical society.” —Joe Rocks, CEO, NHS Human Services “Mark Pastin has written the only book on ethics that is worth reading.” —Ian I. Mitroff, Professor Emeritus, Marshall School of Business, USC “Pastin continues to take ethics to the next level using examples to make the book not only interesting but also actionable and pragmatic.” —Tony Spezia, President and CEO, Covenant Health

We are plagued today by a decline in ethical behavior. Scandals come so thick and fast that any attempt to list them is out of date in weeks if not days. But ethics isn't just a matter of headlines; it's a part of everyone's life. We're called on to make ethical decisions, large and small, all the time. This can be particularly tricky in the workplace, where our decisions can affect not just ourselves but coworkers, clients, customers, and even the entire company.

Existing ethics books are of limited use. They generally feature one author's opinions on very specific situations, which may well have nothing to do with the problems we're facing. And anyway, we don't need expert advice. Mark Pastin insists every one of us is qualified to resolve even the thorniest dilemmas ourselves, and in this profoundly practical book he gives us the tools to do just that.

Pastin argues that we all have an innate ethical –he calls it “the ethics eye.” The problem is, we're not aware we have it or how to develop it. Here he provides practical tools we can use to open up our ethics eye so that we can consistently see what is right and do it.

Make an Ethical Difference shows how to apply these tools using actual ethical dilemmas drawn from Pastin's decades of experience as an advisor to governments, corporations, and NGOs. The point is not to try to wedge your situation into one of the examples—it's to show how a tool that can be applied to any situation is used in one particular instance. And once you've reached a decision, Pastin offers strategies for building consensus with those who might disagree with you.

People often feel hopeless and skeptical that there is anything they as individuals can do to raise society's ethical level or resolve long-standing impasses. By using the unique tools in this book, we will gain confidence in our innate ethical sense and take actions that will elevate the ethical level of the groups and organizations we belong to and society as a whole.

Ethical scandals are more and more in the public spotlight, and now millions of leaders and employees are required by law to undergo ethics training. In this book, the leading authority in the country on this topic provides practical tools to help readers sharpen their ethical sense, respond more intelligently to ethical issues, avoid ethical quagmires, and make better leadership and management decisions.

We are plagued today by a decline in ethical behavior. Scandals come so thick and fast that any attempt to list them is out of date in weeks if not days. But ethics isn't just a matter of headlines; it's a part of everyone's life. We're called on to make ethical decisions, large and small, all the time. This can be particularly tricky in the workplace, where our decisions can affect not just ourselves but coworkers, clients, customers, and even the entire company.

Existing ethics books are of limited use. They generally feature one author's opinions on very specific situations, which may well have nothing to do with the problems we're facing. And anyway, we don't need expert advice. Mark Pastin insists every one of us is qualified to resolve even the thorniest dilemmas ourselves, and in this profoundly practical book he gives us the tools to do just that.

Pastin argues that we all have an innate ethical--he calls it “the ethics eye.” The problem is, we're not aware we have it or how to develop it. Here he provides practical tools we can use to open up our ethics eye so that we can consistently see what is right and do it.

Make an Ethical Difference shows how to apply these tools using actual ethical dilemmas drawn from Pastin's decades of experience as an advisor to governments, corporations, and NGOs. The point is not to try to wedge your situation into one of the examples-it's to show how a tool that can be applied to any situation is used in one particular instance. And once you've reached a decision, Pastin offers strategies for building consensus with those who might disagree with you.

People often feel hopeless and skeptical that there is anything they as individuals can do to raise society's ethical level or resolve long-standing impasses. By using the unique tools in this book, we will gain confidence in our innate ethical sense and take actions that will elevate the ethical level of the groups and organizations we belong to and society as a whole.

An award-winning CEO and communications expert shows how authentic leadership eliminates the need for the shortcuts that sabotage success. “Fake it till you make it” just doesn't work—at least not long enough to build a sustainable business.

Driven to succeed under constant pressure, entrepreneurs and business leaders alike can be tempted to exaggerate their strengths, minimize weaknesses, and bend the truth. Through the twin lenses of running her own national public relations firm and advising thousands of executives for a quarter-century, Sabrina Horn revisits the core of leadership; defines authentic, reality-based business integrity; and shows readers how to attain and maintain it.

With firsthand accounts of sticky situations and painful mistakes, Horn lays out workable strategies, frameworks, and mental maps to help leaders gain the clarity of thought necessary to make sound business decisions, even when there are no right answers. In her straightforward, no-nonsense style, she shares the power of humility and empathy, mentorship and self-assessment, and a strong core value system to build a leader's confidence and resilience. Horn's fake-free advice will empower readers to disarm fear, organize risk, manage setbacks and crises, deal with losing and loneliness, and create a culture and brand designed for long-term success.

An award-winning CEO and communications expert shows how authentic leadership eliminates the need for the shortcuts that sabotage success. “Fake it till you make it” just doesn't work—at least not long enough to build a sustainable business.

Driven to succeed under constant pressure, entrepreneurs and business leaders alike can be tempted to exaggerate their strengths, minimize weaknesses, and bend the truth. Through the twin lenses of running her own national public relations firm and advising thousands of executives for a quarter-century, Sabrina Horn revisits the core of leadership; defines authentic, reality-based business integrity; and shows readers how to attain and maintain it.

With firsthand accounts of sticky situations and painful mistakes, Horn lays out workable strategies, frameworks, and mental maps to help leaders gain the clarity of thought necessary to make sound business decisions, even when there are no right answers. In her straightforward, no-nonsense style, she shares the power of humility and empathy, mentorship and self-assessment, and a strong core value system to build a leader's confidence and resilience. Horn's fake-free advice will empower readers to disarm fear, organize risk, manage setbacks and crises, deal with losing and loneliness, and create a culture and brand designed for long-term success.

An award-winning CEO and communications expert shows how authentic leadership eliminates the need for the shortcuts that sabotage success. “Fake it till you make it” just doesn't work-at least not long enough to build a sustainable business.


Self-doubt and the intense pressure of facing the unknown are real problems for entrepreneurs and leaders. But there's a difference between feigning confidence and running a con game; Elizabeth Holmes and Billy McFarland thrived on faking it for a short while, but their businesses were all aspiration, no foundation, and so collapsed disastrously. This book revisits the core of leadership, defines authentic, reality-based business integrity, and shows readers how to attain and maintain it.

Through the double lens of running her own PR firm in Silicon Valley and advising hundreds of other executives, award-winning CEO Sabrina Horn shows leaders how to attend to the fundamentals and gain the clarity of thought necessary to make sound business decisions. She delivers real, workable strategies and best practices with firsthand accounts of painful lessons. Horn's fake-free advice will empower leaders to disarm fear and organize risk, manage setbacks, plan for the unexpected, and create a company culture designed for long-term, sustainable growth.

Highly talented employees are the key to every organization's success. Yet despite their best intentions, for most managers growing talent while successfully doing their ‘day jobs' and staying on top of results seems like a pipe dream. But it doesn't have to be.

Wendy Axelrod and Jeannie Coyle show you how exceptional managers make this dream a reality. These managers go way beyond the usual coaching and performance management to integrate development into their everyday workflow rather than making it a separate “to do.” Axelrod and Coyle draw from their research with exceptional managers from companies like Corning, Microsoft, Siemens, Merck, and many more to illustrate five powerful practices that can be used in any organization, of any size, in any industry.