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Today's consumers demand not only services and products that are of the highest quality, but also positive, memorable experiences. This essential guide shows how organizations can leapfrog their competitors by learning how to add emotional value -the economic value of customers' feelings when they positively experience products and services -to their customers' experiences.
Janelle Barlow and Dianna Maul, with more than forty years combined experience in the service industry, detail five practices for adding emotional value to customer and staff experiences.
Janelle Barlow and Dianna Maul, with more than forty years combined experience in the service industry, detail five practices for adding emotional value to customer and staff experiences.
A vivid depiction and real-world example of the personal and institutional impact of the Arbinger Insititute's transformative ideas (Leadership and Self-Deception; 1.4 million copies sold) within a healthcare organization--The Plum Healthcare Group nursing homes. In general, nursing homes are scorned healthcare institutions--but it was in these transformed Plum homes that Kimberly White discovered a new way of "seeing" people and underwent her own personal transformation. Both Plum and White shifted their perspective and mindset based on their adoption of The Arbinger Institute's basic principles.
Without realizing it, we tend to treat people as objects. We see them solely in terms of their usefulness to us. This invites tension and conflict, and changing this mindset is at the heart of the Arbinger Institute's work. This book is a moving true story of an unhappy woman whose life and family were transformed when she began researching how Arbinger's ideas were being implemented in nursing homes. Kimberly White was astonished to discover that those who choose to care for the elderly and ill, earning low pay in a maligned industry, were nevertheless full of satisfaction, compassion and love because of their ability to see their patients as real and true and valuable people. White's research became a personal exploration of how to see the people in her own life as people in that same profound way. When she did, everything in her life and her world changed--and the reader's will too.
Without realizing it, we tend to treat people as objects. We see them solely in terms of their usefulness to us. This invites tension and conflict, and changing this mindset is at the heart of the Arbinger Institute's work. This book is a moving true story of an unhappy woman whose life and family were transformed when she began researching how Arbinger's ideas were being implemented in nursing homes. Kimberly White was astonished to discover that those who choose to care for the elderly and ill, earning low pay in a maligned industry, were nevertheless full of satisfaction, compassion and love because of their ability to see their patients as real and true and valuable people. White's research became a personal exploration of how to see the people in her own life as people in that same profound way. When she did, everything in her life and her world changed--and the reader's will too.
In Values-Driven Business, Ben & Jerry's co-founder Ben Cohen and Social Venture Network chair Mal Warwick team up to provide you with a way to run your business for profit and personal satisfaction. This practical, down-to-earth book details every step in the process of creating and managing a business that will reflect your personal values, not force you to hide them.
"We had no vehicle. We didn't know how or if we could continue heading south. I was in a vast, seemingly endless desert. I didn't know when or if we'd make it to the other side. I didn't even know where the other side was. It wasn't in Algeria. I knew that much. Was it in Niger? Where does the Sahara actually end?"
We live in a culture, Donahue writes, which loves "climbing mountains." We want to see the peak, map out a route, and follow it to the top. Sometimes this approach works, but not always, particularly when we are enduring a personal crisis-divorce, job loss, addiction, illness, or death. We may not know exactly where we are going, how to get there, or even how we'll know we've arrived.
And it's not just in times of crisis. There are many deserts in our lives, situations with no clear paths or boundaries. Finding a job is usually a mountain, but changing careers can be a desert. Having a baby is a mountain, especially for the mom. But raising a child is a desert. Battling cancer is a mountain. Living with a chronic illness is a desert.
In the desert, we need to follow different rules than we follow when conquering a mountain. We need to be more intuitive, more patient, more spontaneous. Donahue outlines six "rules of desert travel" that will help us discover our direction by wandering, find our own personal oases, and cross our self-imposed borders.
"The sun appears like a silent explosion, a slow motion fireworks display dazzling the volcanic crags of the Hoggar. I stand up and walk to the path and begin descending to Klaus' car. I've made my decision. Tallis and I will travel, somehow, to Agadez. I don't have a logical explanation for my decision or a plan to get to the last oasis. I know I am on the right journey-I am following my compass."
Shifting Sands shows us how to slow down, reflect, and embrace the changes of life graciously, naturally, and courageously.
We live in a culture, Donahue writes, which loves "climbing mountains." We want to see the peak, map out a route, and follow it to the top. Sometimes this approach works, but not always, particularly when we are enduring a personal crisis-divorce, job loss, addiction, illness, or death. We may not know exactly where we are going, how to get there, or even how we'll know we've arrived.
And it's not just in times of crisis. There are many deserts in our lives, situations with no clear paths or boundaries. Finding a job is usually a mountain, but changing careers can be a desert. Having a baby is a mountain, especially for the mom. But raising a child is a desert. Battling cancer is a mountain. Living with a chronic illness is a desert.
In the desert, we need to follow different rules than we follow when conquering a mountain. We need to be more intuitive, more patient, more spontaneous. Donahue outlines six "rules of desert travel" that will help us discover our direction by wandering, find our own personal oases, and cross our self-imposed borders.
"The sun appears like a silent explosion, a slow motion fireworks display dazzling the volcanic crags of the Hoggar. I stand up and walk to the path and begin descending to Klaus' car. I've made my decision. Tallis and I will travel, somehow, to Agadez. I don't have a logical explanation for my decision or a plan to get to the last oasis. I know I am on the right journey-I am following my compass."
Shifting Sands shows us how to slow down, reflect, and embrace the changes of life graciously, naturally, and courageously.
Previous editions of Affluenza described the early symptoms of the disease that led to a nearly fatal shutdown of all our financial systems in 2008. This new edition puts more focus on the behavior changes we need to make to be certain that the Great Recession does not become a prelude to something worse.
This book debunks one of America's most influential myths: the idea that successful people achieve their status entirely by their own efforts, a mainstay of conservative anti-government rhetoric. To the contrary, Lapham and Miller reveal the vital role that society and government play in wealth-building, and include testimonials from a host of wealthy individuals describing the kinds of assistance they received. They also spell out why a more realistic view of wealth creation is critical to restoring and safeguarding America's economic health.
Today's business environment demands leapfroggers--those who create rapid, disruptive innovation, not small improvements. A leading innovation pioneer shows that businesses often ignore the very thing that could lead them to game-changing products--the power of surprise.
The future is uncertain, and yet we must act. This groundbreaking framework helps leaders transform chaos into clarity, build organizational resilience, and create positive change in turbulent times.
The world we once described as volatile and uncertain has shifted into something far more chaotic: BANI, or brittle, anxious, nonlinear, and incomprehensible. In Navigating the Age of Chaos, Jamais Cascio, the originator of the visionary BANI framework, unpacks the tools and perspectives needed to navigate our increasingly turbulent era.
Joined by coauthors Bob Johansen and Angela F. Williams, Cascio provides real-world examples, practical strategies, and rich insights to help leaders, organizations, and individuals not just survive but thrive in the chaos. This book will help readers recognize, adapt to, and excel in a world changing with unprecedented speed and intensity.
Breaking down the BANI framework, readers will discover how to tackle each aspect of a BANI world:
• Brittle-Recognize fragility in systems and strategies to build resilience.
• Anxious-Address widespread anxiety with empathy and attentiveness.
• Nonlinear-Navigate unpredictable scenarios with adaptive, improvisational thinking.
• Incomprehensible-Find clarity in overwhelming complexity through webs of connection.
• Positive BANI-Reframe chaos into actionable opportunities for growth.
As a definitive guide to understanding and harnessing the power of the BANI framework, this book equips readers with the knowledge to reshape challenges into pathways for innovation and success.
The world we once described as volatile and uncertain has shifted into something far more chaotic: BANI, or brittle, anxious, nonlinear, and incomprehensible. In Navigating the Age of Chaos, Jamais Cascio, the originator of the visionary BANI framework, unpacks the tools and perspectives needed to navigate our increasingly turbulent era.
Joined by coauthors Bob Johansen and Angela F. Williams, Cascio provides real-world examples, practical strategies, and rich insights to help leaders, organizations, and individuals not just survive but thrive in the chaos. This book will help readers recognize, adapt to, and excel in a world changing with unprecedented speed and intensity.
Breaking down the BANI framework, readers will discover how to tackle each aspect of a BANI world:
• Brittle-Recognize fragility in systems and strategies to build resilience.
• Anxious-Address widespread anxiety with empathy and attentiveness.
• Nonlinear-Navigate unpredictable scenarios with adaptive, improvisational thinking.
• Incomprehensible-Find clarity in overwhelming complexity through webs of connection.
• Positive BANI-Reframe chaos into actionable opportunities for growth.
As a definitive guide to understanding and harnessing the power of the BANI framework, this book equips readers with the knowledge to reshape challenges into pathways for innovation and success.
To help leaders, managers, and front-line workers build greater trust within the organization, trainer, speaker, and performance expert Karen Hough guides readers through practice of radical collaboration based on the tenets of improvisation.
Every organization dreams of having enough leaders, and yet so few do; bestselling author Mark Miller shows how any organization can build its leadership capacity from the ground up to the C-suite.
The most important attribute high-performing organizations have in common is that they are well led. Every organization dreams of having enough leaders. Yet too many organizations take a haphazard or inconsistent approach to leadership development. The result is a dearth of leaders and a failure to leverage the full capacity of the enterprise.
Leadership guru and Chick-fil-A executive Mark Miller describes how any organization can create a culture in which leaders are routinely and systematically developed, resulting in a surplus of leaders. Miller details how to nurture leaders throughout the organization, from the front lines to the executive ranks. He provides a game plan for organizations to create a deep leadership bench.
To help bring the ideas to life, Miller uses the story of Charles, a new executive, as he and his team discover best practices from around the world to ensure a continuous supply of capable leaders. Charles and his team then translate their findings into a practical plan that any organization can use to create a leadership culture that will assure a sustainable competitive advantage and long-term success.
The most important attribute high-performing organizations have in common is that they are well led. Every organization dreams of having enough leaders. Yet too many organizations take a haphazard or inconsistent approach to leadership development. The result is a dearth of leaders and a failure to leverage the full capacity of the enterprise.
Leadership guru and Chick-fil-A executive Mark Miller describes how any organization can create a culture in which leaders are routinely and systematically developed, resulting in a surplus of leaders. Miller details how to nurture leaders throughout the organization, from the front lines to the executive ranks. He provides a game plan for organizations to create a deep leadership bench.
To help bring the ideas to life, Miller uses the story of Charles, a new executive, as he and his team discover best practices from around the world to ensure a continuous supply of capable leaders. Charles and his team then translate their findings into a practical plan that any organization can use to create a leadership culture that will assure a sustainable competitive advantage and long-term success.
Debbe Kennedy shows how to turn all kinds of differences into competitive advantages, from differences in race, gender, age, national origin, and sexual orientation to differences in experience, position, goals, competencies, working habits, and management style. She presents a tested, 6-step process for bringing about changes that create higher levels of innovation, energy, leadership, and employee engagement.
Imagine ending poverty at home and around the globe in our own lifetimes. With creativity and imagination this book invites us to look at our very ordinary days, from waking up in the morning to going to bed in the evening, and to begin to think about combating poverty in new, inventive ways.
“I am not enough! Not smart enough, rich enough, successful enough, or good enough!”
This is the trance of scarcity-a self-inflicted premise of ‘not-enough-ness' that successfully cripples the lives of people who would otherwise be buoyant and passionate. Here, Victoria Castle offers a prescription for realizing abundance and empowerment.
Tom Szaky is the charismatic, young (age 31) CEO of TerraCycle, which he founded in 2001 as a Princeton University freshman and now operates in 21 countries. Drawing on TerraCycle's revolutionary ideas and practices, Tom tells how every person can outsmart waste by understanding its real nature, changing how we create it, and rethinking what we do with it.
Details a practical, 10-step plan that can create exciting new relationships between businesses and nonprofits
Weeden's plan could generate an additional $3 billion a year in corporate support for vital causes, improving quality of life for millions, while at the same time bolstering corporate profits
Offers essential advice for businesses planning their corporate social investing strategies and nonprofits seeking corporate support
Corporate philanthropy is on its way out. A new concept called "corporate social investing"-which requires that every commitment of money and/or product/equipment/land which a company makes must have a significant business reason-is taking its place. The transition has implications to every business and nonprofit organization in America. This book provides the strategic plan for making the transition to corporate social investing. By following the practical steps described here, businesses and nonprofits can forge creative alliances that can boost corporate profits while at the same time providing added resources for schools, colleges, cultural organizations, civic groups, and other important charities.
Weeden's breakthrough plan, based on his innovative concept of corporate social investing, has the potential to dramatically change the way businesses and nonprofits interact. If widely implemented, it could substantially increase corporate support for nonprofits, turning the tide against cutbacks, offering profound benefits to businesses, and revitalizing the essential services nonprofits provide.
Weeden's plan could generate an additional $3 billion a year in corporate support for vital causes, improving quality of life for millions, while at the same time bolstering corporate profits
Offers essential advice for businesses planning their corporate social investing strategies and nonprofits seeking corporate support
Corporate philanthropy is on its way out. A new concept called "corporate social investing"-which requires that every commitment of money and/or product/equipment/land which a company makes must have a significant business reason-is taking its place. The transition has implications to every business and nonprofit organization in America. This book provides the strategic plan for making the transition to corporate social investing. By following the practical steps described here, businesses and nonprofits can forge creative alliances that can boost corporate profits while at the same time providing added resources for schools, colleges, cultural organizations, civic groups, and other important charities.
Weeden's breakthrough plan, based on his innovative concept of corporate social investing, has the potential to dramatically change the way businesses and nonprofits interact. If widely implemented, it could substantially increase corporate support for nonprofits, turning the tide against cutbacks, offering profound benefits to businesses, and revitalizing the essential services nonprofits provide.
In this short, easy-to-read fable, bestselling author Mark Miller reveals five habits that underlie leadership character and that determine a leader's success - and he teaches leaders how to develop these habits.