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.

Despite considerable investment in resources and tools, many companies struggle to meet the demand for the talent they require. Make Talent Your Business\u201d gets to the heart of the matter: Managers themselves are in the best position to help people learn from experience (the uncontested major source of development) and shows managers how to do it by using the five practices that work for managers who are exceptional at building talent. This set of practices goes well beyond the usual managerial coaching and performance management. It moves the focus from performance today to development of skills that truly "raise the game" of employees—skills such as in-the-moment judgment, customer relationship building and collaborative decision-making. Managers who grow talent enhance their own reputations and get better results, retain people, attract talent and make their organizations more agile and capable to deal with future challenges.

Most managers focus on near-term results, struggling to find the time and motivation to develop direct reports in any significant way. Yet fast-paced business environments demand managers who can grow their employees' skills. Axelrod and Coyle's work offers managers guidance on how to develop their staff in significant ways, while getting results, every day.

How is it that companies spend billions on recognition programs, yet most employees feel unrecognized? Here Cindy Ventrice zeroes in on what truly makes employees feel valued and lays out proven recognition tactics that will provide a genuine, lasting boost for your business. Ventrice demonstrates that integrating the intangible rewards people crave—praise, thanks, opportunity, and respect—into the daily routine is far more effective than typical recognition awards, events, perks, and privileges, and she shows exactly how to do it. Follow her advice and you'll save money while obtaining better results than ever before.

This second edition features new examples from innovative companies like Best Buy, Cisco Systems and Google, as well as detailing how to provide recognition in increasingly virtual workplaces, account for cultural differences in reward preferences, and ensure that rewards are perceived as fair and equitable.

In this thoroughly updated and expanded edition of the bestselling guide (over 20,000 of the 1st edition sold) to employee recognition, author Cindy Ventrice explores how managers need to adapt their recognition strategies to deal with global, virtual, and generational realities. Additions include chapters on workplace culture, fairness, and remote communication.

In this thoroughly updated and expanded edition of the bestselling guide (over 20,000 of the 1st edition sold) to employee recognition, author Cindy Ventrice explores how managers need to adapt their recognition strategies to deal with global, virtual, and generational realities. Additions include chapters on workplace culture, fairness, and remote communication.

Most companies today have some commitment to corporate social responsibility, but implementing these initiatives can be particularly challenging. While a lot has been written on ethical and strategic factors, there is still a dearth of information on the practical nuts and bolts. And whereas with most other organizational initiatives the sole objective is improved financial performance, sustainability broadens the focus to include social and environmental performance, which is much more difficult to measure.

Now updated throughout with new examples and new research, this is a complete guide to implementing and measuring the effectiveness of sustainability initiatives. It draws on Marc Epstein's and new coauthor Adriana Rejc Buhovac's solid academic foundation and extensive consulting work and includes best practices from dozens of companies in Europe, Asia, North America, South America, Australia, and Africa. This is the ultimate how-to guide for corporate leaders, strategists, academics, sustainability consultants, and anyone else with an interest in actually putting sustainability ideas into practice and making sure they accomplish their goals.

Most companies today have some commitment to corporate social responsibility, but implementing these initiatives can be particularly challenging. While a lot has been written on ethical and strategic factors, there is still a dearth of information on the practical nuts and bolts. And whereas with most other organizational initiatives the sole objective is improved financial performance, sustainability broadens the focus to include social and environmental performance, which is much more difficult to measure.

Now updated throughout with new examples and new research, this is a complete guide to implementing and measuring the effectiveness of sustainability initiatives. It draws on Marc Epstein's and new coauthor Adriana Rejc Buhovac's solid academic foundation and extensive consulting work and includes best practices from dozens of companies in Europe, Asia, North America, South America, Australia, and Africa. This is the ultimate how-to guide for corporate leaders, strategists, academics, sustainability consultants, and anyone else with an interest in actually putting sustainability ideas into practice and making sure they accomplish their goals.

Now completely updated, Making Sustainability Work is the bible for applying real metrics and best practices to the often-nebulous realm of business sustainability. Mark Epstein and Adriana Rejc Buhovac provide concrete tools for measuring and increasing social and environmental impacts in a manner that businesses can understand and put to real use.

In our materialist culture, the idea of “the good life”—fancy cars, designer clothes, once-in-a-lifetime vacations—leaves even those few who can afford it feeling anxious, empty, and dissatisfied. Michael Schuler deconstructs the assumption that consumption and constant stimulation equal happiness. He shows how, by applying the principles of sustainability to our personal lives, we can discover treasures of perennial value: a beautiful and healthy earth home, enduring relationships, strong communities, work that contributes to the common good, and play that restores our bodies and lifts our souls.